Desktop SupportRole: Desktop Support Location: Blue Bell, PA FTEJob DescriptionMust Have Technical/Functional SkillsCore EUC Support Skills• Windows 10/11 troubleshooting• Hardware & software issue resolution• Active Directory (user management, group policies)• Remote support tools (AnyDesk, TeamViewer, SCCM Remote Control)Remote Access & Connectivity• Remote Desktop Protocol (RDP)• Citrix / VMware Horizon (VDI environments)• VPN troubleshooting (Cisco AnyConnect, Pulse Secure, Fortinet, etc.)Hardware & Peripherals• Printer troubleshooting (network printers, drivers, spooler services)• Laptop/Desktop imaging and supportApplication & Productivity Tools• Microsoft Office 365 troubleshooting• Microsoft Teams, OneDrive, SharePoint support• Email troubleshooting (Exchange / Outlook issues)Soft IMAC (Install, Move, Add, Change)• Application deployment & remediation• Software packaging basics• Patch management supportEndpoint Management Tools• SCCM (Microsoft Endpoint Configuration Manager) – Basic knowledge• Microsoft Intune – Device & application management• Group Policy (GPO)Roles & Responsibilities• Provide L2/L3 technical support for end-user computing environments.• Troubleshoot remote desktop issues (RDP, VDI, Citrix) and ensure seamless access.• Diagnose and resolve printer-related issues (network printers, driver issues, print queues).• Support Microsoft Office 365 / Office Suite troubleshooting (Outlook, Teams, Excel, Word, PowerPoint).• Perform VPN troubleshooting (connectivity, authentication, latency issues).• Handle Application Remediation (Soft IMAC activities):o Software installations, upgrades, patchingo Application compatibility fixeso Packaging and deployment support• Manage incident, service request, and problem tickets within SLA timelines.• Perform root cause analysis (RCA) for recurring issues.• Support device configuration and endpoint management.• Collaborate with IT infrastructure teams for escalations and service improvements.• Maintain know ledge base and documentation for known issues.
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