Field Support Practitioner - Baltimore, MD

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.

As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.

You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

Key Responsibilities:

The Desktop Support Analyst provides advanced technical support to end users across the organization, ensuring reliable operation of desktop systems, laptops, mobile devices, virtual desktops, and enterprise applications.

This role serves as the escalation point for Level 1 support and is responsible for resolving complex technical issues in both physical desktop and Virtual Desktop Infrastructure (VDI) environments.

The technician works closely with infrastructure, security, networking, and application teams to diagnose and resolve incidents while delivering excellent customer service to business users within a regulated financial services environment.

End User Support

• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Support users accessing Virtual Desktop Infrastructure (VDI) environments including troubleshooting login issues, session performance problems, profile issues, and application access.
• Troubleshoot and resolve hardware, operating system, application, and connectivity issues escalated from Level 1 support.
• Support Microsoft Windows environments across both physical endpoints and virtual desktops.
• Assist users with enterprise productivity applications and internal business systems.
• Provide support for conference room technology, printers, and collaboration platforms.

VDI & Remote Workspace Support

• Provide technical support for VDI platforms such as Citrix, VMware Horizon, or Azure Virtual Desktop.
• Troubleshoot issues related to:
  • VDI session connectivity
  • Authentication and access issues
  • Profile loading or roaming profile errors
  • Performance and latency problems
  • Application delivery within virtual environments
• Assist with testing and validating VDI updates, patches, and environment changes.
• Work with infrastructure and virtualization teams to escalate and resolve backend VDI platform issues.

Device & Endpoint Management

• Configure, deploy, and maintain corporate workstations, laptops, and mobile devices.
• Manage devices using enterprise endpoint management tools (e.g., Intune, SCCM, Jamf, or similar).
• Perform software installations, upgrades, and patching in accordance with IT standards.
• Maintain hardware inventory and asset records and ensure compliance with asset management policies.
• Support endpoint connectivity to VDI platforms and remote access solutions.

Incident & Service Request Management

• Investigate and resolve complex incidents related to desktop systems, VDI sessions, applications, and connectivity.
• Document troubleshooting steps and resolutions within the ServiceNow.
• Meet defined service level agreements (SLAs) and service quality targets.
• Escalate issues to infrastructure, virtualization, or engineering teams when necessary.

Security & Compliance

• Ensure endpoints and virtual desktop sessions comply with corporate security policies and regulatory requirements.
• Support multi-factor authentication, endpoint protection, encryption, and access controls.
• Assist with remediation of endpoint or VDI-related security incidents.
• Maintain awareness of security and compliance standards common in financial services environments.

Collaboration & Continuous Improvement

• Collaborate with network, infrastructure, virtualization, cybersecurity, and application teams to resolve issues.
• Create and maintain technical documentation and knowledge base articles.
• Participate in technology rollouts, system upgrades, and office moves.
• Identify recurring issues and recommend process improvements or automation opportunities

**This role is 100% onsite in Baltimore, MD

**This role may require some physical activity, including installing or moving equipment.