Virtual Desktop Infrastructure Support Specialist at SAIC – Arlington | Jobyssey

Team SAIC is currently seeking a motivated and experienced Virtual Desktop Infrastructure (VDI) Support Specialist to join our team at the Pentagon in Arlington, VA. You will provide on-site technical support for a Department of Defense customer’s VDI environment. The environment includes Citrix Virtual Desktops and Apps and Omnissa Horizon 8. This individual will support end users, troubleshoot VDI-related issues, manage tickets through ServiceNow, and work with infrastructure and engineering teams to maintain reliable virtual desktop services.

Responsibilities:

Provide day-to-day technical support for Citrix Virtual Desktops and Apps and/or Omnissa Horizon 8.
Troubleshoot VDI access, virtual desktop sessions, published applications, user profiles, performance, connectivity, authentication, and peripheral-device issues.
Support end users with Windows 11 operating system issues, Microsoft 365 applications, and Microsoft Teams.
Receive, document, prioritize, update, and close incident and service-request tickets using ServiceNow.
Maintain clear and complete ServiceNow ticket notes, including troubleshooting performed, customer communications, escalation details, workarounds, and final resolution.
Escalate complex technical issues to appropriate infrastructure, engineering, cybersecurity, or customer teams and coordinate through resolution.
Support user access, account-related troubleshooting, and routine operational support activities.
Document recurring issues, known errors, troubleshooting procedures, and knowledge-base content.
Work professionally with customer personnel, service desk staff, system administrators, and engineering teams in a mission-focused environment.

Required Qualifications:

2–5 years of relevant experience supporting enterprise IT, virtual desktop infrastructure, desktop support, systems administration, or service desk operations.
Experience supporting Citrix Virtual Desktops and Apps or Omnissa Horizon 8.
Experience troubleshooting Windows 11 in an enterprise environment.
Experience supporting Microsoft 365, including Microsoft Teams.
Strong troubleshooting, customer-service, written-communication, and technical-documentation skills.
Ability to work on site five days per week during day-shift hours.
Education: Bachelor’s degree in Information Technology, Computer Science, Information Assurance, Cybersecurity, or related technical field.
This position requires an active DOD TS/SCI clearance.
Possess DoD 8570.01-M/DoD 8140 Certification IAW established mandate prior to start of work - IAT Level II required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, SSCP); IAT Level III is desirable (CASP+ CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH). Applicants not meeting this requirement will not be considered.
Experience supporting both Citrix Virtual Desktops and Apps and Omnissa Horizon 8 in a production environment.
Experience supporting or administering VMware vSphere.
Familiarity with Active Directory, Group Policy, DNS, DHCP, remote-access technologies, and enterprise endpoint-management tools.
Experience working in a Department of Defense or other regulated enterprise IT environment.
Relevant Citrix, Omnissa/VMware, Microsoft, ITIL, or other CompTIA certifications.

Desired Qualifications:

Experience supporting both Citrix Virtual Desktops and Apps and Omnissa Horizon 8 in a production environment.
Experience supporting or administering VMware vSphere.
Familiarity with Active Directory, Group Policy, DNS, DHCP, remote-access technologies, and enterprise endpoint-management tools.
Experience working in a Department of Defense or other regulated enterprise IT environment.
Relevant Citrix, Omnissa/VMware, Microsoft, ITIL, or other CompTIA certifications.

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