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. **Experience supporting AVD environments is required; exposure to Nerdio is a plus.** ### **What You’ll Do** * Provide **L1, L2, L3 support (depending on skillset)** 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 **AVD environments**, including: * + Session hosts and 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. **Requirements** * Experience in **Service Desk, IT Support, or Endpoint Support** * **Hands\-on experience supporting Azure Virtual Desktop (AVD)** or Windows 365 * **Experience with Nerdio is a plus, but not required** * 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 into senior or lead support roles**