About the job
Join our team at maxana as a Remote IT Support Analyst, where you'll be instrumental in providing exceptional support within a Microsoft-centric enterprise environment, emphasizing Azure Virtual Desktop (AVD). This position encompasses a variety of responsibilities typical of L1–L3 service desk operations, tailored to your individual expertise and our team's requirements. As a hands-on support expert, you will assist end users primarily leveraging AVD, adhering to established processes and runbooks. Prior hands-on experience with AVD environments managed through Nerdio is essential.
Your Responsibilities
- Deliver L2-L3 support for users accessing systems via Azure Virtual Desktop (AVD)
- Diagnose and resolve login issues, session disconnects, performance challenges, and application access problems
- Provide support for local laptops utilized mainly for AVD connectivity
- Manage Nerdio-controlled AVD environments, which include:
- Dynamic host pools
- Updates to golden images (in accordance with runbooks)
- Software distribution to AVD hosts
- Facilitate user access and device management through:
- Active Directory (AD)
- Microsoft Entra ID (Azure AD)
- Intune
- Offer operational support for:
- PrinterLogic
- Mimecast
- Zscaler
- Conduct daily checks, follow change management processes, and escalate issues as necessary
Career Development
This position can be filled at varying levels based on your experience. Some members may focus on ticket resolution, while others may dive into advanced troubleshooting, escalation support, or coordination tasks. The specifics regarding role level and scope will be discussed during the interview process.
