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

• Provide day-to-day operational support for Microsoft D365 Finance & Operations, including provisioning and termination of system access and roles. • Respond to and resolve production incidents (performance, access, data accuracy, and system issues) using a structured, methodical troubleshooting approach. • Ensure incident, request, and defect tickets are managed and resolved within defined SLA targets, maintaining high standards of quality and customer satisfaction. • Actively manage and report on the operational backlog, providing key performance indicators aligned to service level commitments. • Conduct root cause analysis for major and critical incidents, implementing resolutions, workarounds, and preventative improvements to reduce recurrence. • Lead continuous improvement initiatives by developing and enhancing operational processes, procedures, and documentation, collaborating with cross-functional teams for alignment. • Develop and maintain strong, credible relationships with key IT and business stakeholders, as well as third-party vendors and strategic suppliers. • Write and maintain custom programs and scripts, and configure ERP applications to support business requirements. • Analyze existing infrastructure and lead or contribute to system enhancements and optimizations. • Lead the integration and release of new applications and updates into the existing environment, ensuring service acceptance criteria and operational deliverables are met prior to handover. • Maintain a comprehensive and up-to-date knowledge base covering application architecture, common issues, support procedures, and FAQs. • Proactively monitor applications and environments (alerts, performance, system health) to identify and address potential issues before they impact users. • Support configuration and customization of Production and Sandbox D365 environments using tools such as Lifecycle Services (LCS), Power Platform, and Azure. • Ensure data quality, integrity, and consistency across enterprise systems by adhering to approved workflows and procedures. • Understand and comply with Sarbanes-Oxley (SOX) control requirements, supporting audit preparation and remediation activities as required. • Ensure compliance with company standards, security policies, and operational procedures to safeguard application integrity. • Stay current on D365 features, updates, and best practices, as well as organizational standards, through participation in change governance forums (e.g., CAB, VMOB).