Virtual Desktop Infrastructure (VDI) Support Specialist

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.