Citrix VDI SME

D2 Technical Services•Alexandria, VA

13h•Onsite

About The Position

D2 Technical Services is seeking a Citrix VDI Subject Matter Expert (SME) to support a large enterprise IT contract for the Department of Defense. The role provides operations and maintenance support for existing virtual desktop environments and assists with implementing new solutions. The administrator supports customers across multiple geographic locations and networks, helping improve the reliability, functionality, and user experience of trusted thin-client platforms and virtual desktops. The position is 100% on-site and works within a team to meet mission needs for internal and external customers. The SME provides Tier 2 and Tier 3 administration and support for Citrix XenDesktop, XenApp, NetScaler, and StoreFront, as well as Microsoft M365 Azure Virtual Desktop (AVD). Responsibilities include monitoring infrastructure, managing system capacity and availability, performing maintenance and upgrades, and coordinating testing and deployments. The role also supports incident analysis, documentation, customer coordination, and mentorship of junior team members. Mission-critical after-hours outages and maintenance during customer-prescribed windows may require evening or weekend work. 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. Compensation is typically $160,000–$200,000, depending on qualifications and other factors.

Requirements

Active TS/SCI security clearance is required; the posting specifies TS/SCI with CI Poly or TS/SCI and willingness to obtain a Poly.
U.S. citizenship is required.
Bachelor’s degree with 12 years of relevant experience, master’s degree with 10 years, associate degree with 14 years, or high school diploma with 16 years.
Meet at least DoDM 8140.03 (previously DoD 8570) IT System Administrator Intermediate certification requirements, such as 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 software 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 (AVD).
Extensive experience with patching and upgrade methodology for Citrix-based front-end and back-end systems.
Experience with VMware virtualization technology for managing virtual servers.
Experience with Microsoft RDS host servers.
Experience with rapid testing, validation, and deployment of new baseline operating system images.
Extensive experience conducting incident and trend analysis through log review, performance baselining and review, and other incident and 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 skills and ability to prioritize work based on severity and customer impact.
Strong oral and written communication skills.
Track record of working effectively in a team 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 completed within the past five years.
Citrix Certified Administrator (CCA) certification.
Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft 365 Administrator, or equivalent certification.
ITIL Foundations certification.

Responsibilities

Provide Tier 2 and Tier 3 administrator support for Citrix technologies and Microsoft M365 Azure Virtual Desktop (AVD), distinguishing isolated user problems from service outages.
Perform remote administration of servers located in offsite data centers.
Monitor infrastructure and identify system anomalies, including storage availability and capacity, network connectivity, database health, service-account password expirations, certificate renewals, and other daily health checks.
Work with engineering staff to plan future modernization efforts.
Collaborate on network latency analysis to address slow connections and user experience issues.
Implement approved version and architectural changes to existing systems to maintain 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 backups and restorations.
Monitor desktop capacity and size the environment based on typical usage trends.
Monitor system license and certificate status and coordinate renewals and installation as needed.
Coordinate with customers and stakeholders to collect data, analyze issues, 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 follow-up reports documenting technical findings, feedback, and resolution steps for root-cause analysis, engineering assessment, and process improvement.
Review, update, and generate Standard Operating Procedures (SOPs) for systems and services.
Update operations and monitoring documentation for 24/7/365 IT Operations Center (ITOC) personnel.
Respond to after-hours outages when deemed mission critical by an ITOC government representative.
Conduct routine maintenance during customer-prescribed maintenance windows, which may include evenings and weekends.
Provide mentorship and training for junior team members.