Infra Managed Service Associate | Mid-Level | Full time

Job No. R00317942 | Arlington, VA

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.

Basic Qualifications:

A minimum of 2+ years of experience in desktop support, end user computing, or IT support roles
A minimum of 2+ years of experience with the following:
- 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 (ServiceNow, Jira Service Management, etc.).
- Strong troubleshooting skills for hardware, operating systems, and application issues.
High School Diploma or GED

Preferred Qualifications:

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
Intermediate proficiency in Project Coordination
Intermediate proficiency in Data Analysis
Advanced proficiency in Team Collaboration
Relevant certifications such as:
- CompTIA A+
- Microsoft Modern Desktop Administrator
- ITIL Foundation
- Citrix or VMware end-user computing certifications

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We anticipate this job posting will be posted until 04/07/2026

Accenture Flex offers a market competitive suite of benefits including medical, dental, vision, and long-term disability coverage, a 401(k) plan, and paid time off. See more information on our benefits here:

Accenture Flex Jobs

Role Location Hourly Salary Range
California $15 to $25
Cleveland $15 to $25
Colorado $15 to $25
District of Columbia $15 to $25
Illinois $15 to $25
Maryland $15 to $25
Massachusetts $15 to $25
Minnesota $15 to $25
New York $15 to $25
New Jersey $15 to $25
Washington $15 to $25

Arlington, VA

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

Join Accenture to work at the heart of change. Visit us at www.accenture.com.

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