Field Support Practitioner - Baltimore, MD

Role Overview

As a Field Support Practitioner, you will provide 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.

• Provide Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Support users accessing Virtual Desktop Infrastructure (VDI) environments.
• Troubleshoot and resolve hardware, operating system, application, and connectivity issues escalated from Level 1 support.

This role requires strong troubleshooting skills for hardware, operating systems, and application issues, as well as experience with ITSM tools, VDI platforms, and enterprise applications.

• A minimum of 2+ years of experience in desktop support, end‑user computing, or IT support roles.
• Experience troubleshooting Windows desktop environments and enterprise applications.
• Hands‑on experience supporting VDI platforms (Citrix, VMware Horizon, Azure Virtual Desktop, w365).
• Familiarity with Active Directory, group policies, and identity management.
• Experience with ITSM tools (Service Now, Jira Service Management, etc.).
• High School Diploma or GED.

• Medical
• Dental
• Vision
• Long‑term disability coverage
• 401(k) plan
• Paid time off