Citrix VDI SME

D2 Technical Services•Alexandria, VA

1d•Onsite

About The Position

D2 is seeking a Citrix VDI Subject Matter Expert to support a large enterprise IT contract for the Department of Defense. The role provides operations and maintenance support for existing virtual desktop environments across multiple locations and networks, and assists with implementing new solutions. The administrator will help increase adoption of trusted thin-client platforms and virtual desktops by improving system reliability, functionality, and user experience. The position works in a team to meet mission needs for internal and external customers and requires remote administration of servers in offsite data centers. This is a 100% on-site position. The role provides Tier 2 and Tier 3 administration for Citrix XenDesktop, XenApp, NetScaler, and StoreFront, as well as Microsoft M365 Azure Virtual Desktop. It includes infrastructure monitoring, incident response, capacity and availability management, maintenance, upgrades, backups, documentation, and coordination with engineering teams, customers, stakeholders, and other support teams. The administrator may respond to mission-critical after-hours outages and conduct maintenance during customer-prescribed windows, including evenings or weekends. Applicants must be U.S. citizens and hold an active TS/SCI clearance with CI Poly, or a TS/SCI clearance and willingness to obtain a Poly. The candidate must meet the stated DoD IT System Administrator Intermediate certification requirements. Education and experience options include a bachelor's degree with 12 years of relevant experience, master's degree with 10 years, associate's degree with 14 years, or high school diploma with 16 years.

Requirements

Active TS/SCI security clearance with CI Poly, or TS/SCI and willingness to obtain a Poly.
U.S. citizenship.
Bachelor's degree and 12 years of relevant experience, master's degree and 10 years, associate's degree and 14 years, or high school diploma and 16 years.
At a minimum, meet DoDM 8140.03 (previously DoD 8570) IT System Administrator Intermediate certification requirements; examples listed are Cloud+, GICSP, SSCP, Security+ CE, GSEC, or higher.
Experience interacting with customers to handle service inquiries and problems.
Extensive experience as a Tier 2 and Tier 3 system administrator; familiarity with desktop applications and IT Service Management software such as ServiceNow.
Knowledge of IC IT standards and best practices.
Extensive knowledge of Citrix XenDesktop, XenApp, NetScaler, and StoreFront.
Experience managing Microsoft M365 Azure Virtual Desktops.
Extensive experience with patch and upgrade methodology for Citrix front-end and back-end systems.
Experience with VMware virtualization technology to manage virtual servers.
Experience with Microsoft RDS host servers.
Experience with rapid testing, validation, and deployment of new baseline OS images.
Extensive experience conducting incident and trend analysis through log review, performance baselining and review, and other incident/problem management techniques.
Experience with scripting or automation using Microsoft PowerShell or other scripting languages.
Experience troubleshooting issues in a growing environment.
Good time management and ability to prioritize work based on severity and customer impact.
Strong oral and written communication skills.
Track record of effective teamwork and supporting peers to improve processes and results.
Experience with ITSM ticketing platforms such as ServiceNow.
Experience mentoring or supervising others.

Nice To Haves

In-scope Counterintelligence Polygraph within the past five years.
Citrix Certified Administrator (CCA).
Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft 365 Administrator, or equivalent.
ITIL Foundations Certification.

Responsibilities

Provide Tier 2 and Tier 3 administrator support for Citrix technologies and Microsoft M365 Azure Virtual Desktop, distinguishing individual user problems from service outages.
Perform remote administration of servers located in offsite data centers.
Monitor infrastructure and identify anomalies involving storage, network connectivity, database health, service account password expirations, certificate renewals, and other daily health checks.
Work with engineering staff to plan modernization efforts that meet customer and administrator requirements.
Analyze network latency and address slow connections and user experience issues.
Implement approved version and architectural changes to maintain system operability and security.
Implement major system upgrades as designed and approved.
Coordinate testing and deployment of new solutions with Tier 2 and Tier 3 teams to minimize impact on customers and services.
Perform periodic server backup and restoration.
Monitor desktop capacity and size the environment based on usage trends.
Monitor license and certificate status and coordinate renewals and installation.
Coordinate with customers and stakeholders to collect data, conduct analysis, and develop and implement solutions for incident tickets and requirements.
Establish availability and capacity management solutions using lessons learned.
Develop solutions to complex technical issues and implement them in production systems.
Provide technical findings, feedback, and resolution steps for root cause analysis, engineering assessments, and process improvement.
Review, update, and generate Standard Operating Procedures for systems and services.
Update operations and monitoring documentation for 24/7/365 IT Operations Center personnel.
Respond to after-hours outages deemed mission critical by the ITOC government representative.
Conduct routine maintenance during customer-prescribed maintenance windows, which may include evenings or weekends.
Mentor and train junior team members.