• Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders • Extensively research and document technical customer issues and clearly communicate to the larger organization. • Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate. • Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.

Role Description We are hiring an 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 role, supporting end users who work primarily through AVD, following defined processes and runbooks. Hands-on experience supporting AVD environments managed with Nerdio is required. - Provide L1–L2 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 Qualifications - Experience in Service Desk, IT Support, or Endpoint Support - Hands-on experience supporting Azure Virtual Desktop (AVD) - Experience working with Nerdio (mandatory) - Strong Windows 10/11 troubleshooting skills - Familiarity with Active Directory and user account management - Comfortable working in structured, process-driven environments - Strong written and spoken English (B2 or above) Benefits - Competitive pay - Fully remote - Clear scope and expectations - Hands-on experience with AVD and enterprise tools - Opportunity to grow and advance into leadership roles, while working with the brightest minds in the game

• Assist with IT tasks such as user management, password resets, and printer troubleshooting to support day-to-day client needs. • Manage incoming helpdesk tickets through voice and chat support, offering first-level troubleshooting and escalating as needed. • Utilize systems like Active Directory and Office 365 for user access updates, permissions, and account support. • Work closely with the FAST Team and tech leadership to build skills and gradually transition into more technical responsibilities over time.

• Provide IT support through voice and chat channels • Troubleshoot and resolve issues related to Helpdesk/Troubleshooting, Active Directory (AD), and Domain Name Systems (DNS) • Manage Windows Servers and utilize ConnectWise or other ticketing systems • Handle user creation/termination and application installations • Set up printers and resolve internet down issues • Configure and troubleshoot Office 365 and Office suite applications • Handle VIP ticket requests and priority user support • Recover and restore files (both locally and in cloud-based systems) • Respond to single user compromised email accounts • Set up drive mapping and access to network resources • Respond to and troubleshoot site-wide Wi-Fi and network outages