Desktop Support

AceStack LLC

Blue Bell, PA

Desktop Support

Role: Desktop Support Location: Blue Bell, PA FTE

Job Description

Must Have Technical/Functional Skills

Core 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 support

Application & 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 support

Endpoint 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, patching

o Application compatibility fixes

o 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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Vacancy posted 1 day ago

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