• Provide L2-L3 support for users accessing systems via **Azure Virtual Desktop (AVD)** • Troubleshoot login issues, session disconnects, performance problems, and application access • Support local laptops used primarily for AVD connectivity • Support **Nerdio-managed AVD environments**, including: • Dynamic host pools • Golden image updates (following runbooks) • Software distribution to AVD hosts • Support user access and devices via: • Active Directory (AD) • Microsoft Entra ID (Azure AD) • Intune • Provide operational support for: • PrinterLogic • Mimecast • Zscaler • Perform daily checks, follow change processes, and escalate issues when required

We are hiring IT Support Analyst to support a Microsoft-based enterprise environment with a strong focus on Azure Virtual Desktop (AVD). This role supports a range of responsibilities typically associated with L1–L3 service desk environments, with actual scope aligned to individual experience and team needs.. This is a hands-on, supporting end users who work primarily through AVD, following defined processes and runbooks. Hands-on experience supporting AVD environments managed with Nerdio is required. What You’ll Do - Provide L2-L3 support for users accessing systems via Azure Virtual Desktop (AVD) - Troubleshoot login issues, session disconnects, performance problems, and application access - Support local laptops used primarily for AVD connectivity - Support Nerdio-managed AVD environments, including: - Dynamic host pools - Golden image updates (following runbooks) - Software distribution to AVD hosts - Support user access and devices via: - Active Directory (AD) - Microsoft Entra ID (Azure AD) - Intune - Provide operational support for: - PrinterLogic - Mimecast - Zscaler - Perform daily checks, follow change processes, and escalate issues when required Role Level & Growth Path This role may be filled at different levels depending on experience. Some team members will focus on ticket resolution, while others may take on deeper troubleshooting, escalation support, or coordination responsibilities. Role level and scope will be discussed during the interview process.

• Provide first-level technical support for desktop hardware and software issues • Assist users with SharePoint Online tasks • Support Azure Virtual Desktop (AVD) • Execute user onboarding procedures • Document solutions and contribute to IT knowledge base

• Provide frontline technical and operational support to customers and internal teams • Answer and document hotline calls from customers, Product Support, and field staff • Follow defined troubleshooting scripts and established escalation paths • Escalate complex or unresolved issues to senior Product Support Engineers or appropriate internal teams • Provide assistance with device operation questions and basic maintenance guidance • Perform basic service activities such as troubleshooting and coordinating part replacement • Support parts and tool tracking, including basic part ordering and returns under guidance • Use required business systems (including Oracle and Salesforce) for case documentation and part management • Participate in scheduled Level I hotline coverage during normal business hours • Provide after-hours hotline support on a rotational basis • Participate in required clinical and product training to build foundational product knowledge (travel required) • Participate in on-site installations, preventive maintenance, or repair activities while shadowing senior engineers or field staff • Support cross-functional projects and operational initiatives as assigned • Maintain service documentation and follow expense management guidelines when applicable • Support customer satisfaction metrics through professional communication and timely issue resolution • Adhere to all applicable regulatory requirements and internal quality standards