Desktop Support Analyst

About the Role Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. As a Desktop Support Analyst, you will provide advanced technical support to end users across the organization, ensuring reliable operation of desktop systems, laptops, mobile devices, virtual desktops (VDI), and enterprise applications in a regulated financial services environment. This role is 100% onsite in Baltimore, MD. What You'll Do

• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals across Windows environments and VDI.
• Troubleshoot and resolve hardware, operating system, application, and connectivity issues escalated from Level 1; collaborate with infrastructure, security, networking, and application teams to diagnose and resolve incidents while delivering excellent customer service.
• Support Microsoft Windows environments across physical endpoints and virtual desktops; assist users with enterprise productivity applications and internal business systems.
• Provide VDI & Remote Workspace Support for platforms such as Citrix, VMware Horizon, or Azure Virtual Desktop; troubleshoot session connectivity, authentication, profile loading, performance, and application delivery in virtual environments.
• Assist with testing and validating VDI updates, patches, and environment changes; escalate backend issues to infrastructure/virtualization teams.
• Device & Endpoint Management: configure, deploy, and maintain corporate workstations, laptops, and mobile devices; manage devices using Intune, SCCM, Jamf, or similar tools; perform software installations, upgrades, and patching.
• Incident & Service Request Management: investigate and resolve complex incidents; document troubleshooting steps and resolutions in ServiceNow; meet defined SLAs; escalate when necessary.
• Security & Compliance: ensure endpoints and VDI sessions comply with security policies and regulatory requirements; support MFA, endpoint protection, encryption, and access controls; assist with remediation of security incidents.
• Collaboration & Continuous Improvement: work with network, infrastructure, virtualization, cybersecurity, and application teams; create and maintain technical documentation; participate in technology rollouts, system upgrades, and office moves; identify recurring issues and propose automation opportunities. What We're Looking For
• A minimum of 3+ years of experience in desktop support, end user computing, or IT support roles.
• 3+ years of experience troubleshooting Windows desktop environments and enterprise applications; hands-on experience supporting VDI platforms (Citrix, VMware Horizon, Azure Virtual Desktop, Windows 365).
• Familiarity with Active Directory, group policies, and identity management.
• Experience with ITSM tools (ServiceNow, Jira Service Management, etc.).
• Strong troubleshooting skills for hardware, operating systems, and application issues.
• High School Diploma or GED. Nice to Have
• Advanced proficiency in communication skills.
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Excellent communication and customer service skills.
• Intermediate proficiency in problem solving, project coordination, and data analysis.
• Advanced proficiency in team collaboration.
• Relevant certifications such as: CompTIA A+, Microsoft Modern Desktop Administrator, ITIL Foundation. Compensation & Benefits
• Competitive rewards and access to benefits programs and world-class learning resources.
• Onsite work in Baltimore, MD as part of Accenture Flex projects.