The Role
Administers mission-critical organizational messaging platforms across classified and unclassified government networks. Responsibilities include message routing, queue monitoring, protocol conversion, Windows server and virtualization administration, Active Directory management, infrastructure monitoring, incident escalation, ITSM ticket resolution, failover coordination, and operational documentation. The role requires secure messaging gateway expertise, defense communications experience, an active Top Secret clearance, and DoD 8570/8140 IAT Level II certification.
Summary Generated by Built In
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.
We are approximately 23,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.3 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.
Skills Required
- Bachelor’s degree in Information Technology, Computer Science, Information Assurance, Cybersecurity, or a related technical field
- 5+ years of systems administration experience
- At least 3 years of experience with enterprise secure messaging gateways, defense communications, or mission-critical operations centers
- Active Department of Defense Top Secret clearance
- DoD 8570.01-M/DoD 8140 IAT Level II certification, such as CCNA Security, CySA+, GICSP, GSEC, Security+ CE, or SSCP
- IAT Level III certification, such as CASP+ CE, CCNP Security, CISA, CISSP or Associate, GCED, or GCIH
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Spectrum San Diego is a high tech security innovator, specializing in ultra-low-dose X-ray screening systems.
