Citrix VDI Subject Matter Expert

Leidos is seeking a Citrix VDI Subject Matter Expert (SME) to support a large enterprise IT contract for the DOD. The administrator will provide operations support to customers across multiple geographic locations and networks. They will provide operations and maintenance support to existing virtual desktop environments and assist with the implementation of new solutions. The administrator will help drive adoption of trusted thin-client platforms and virtual desktops across a diverse user base by focusing on improving the reliability, functionality, and user experience of the systems. This individual will work in a team environment to ensure mission needs are met for internal and external customers.

Primary Tasks:

• Individuals in this role will be required to perform remote administration of servers located in offsite data centers.
• Provide Tier 2 and Tier 3 administrator support and be able to rapidly distinguish isolated user problems vs service outages for Citrix technologies to include Citrix XenDesktop, Citrix XenApp, Citrix NetScaler, and Citrix StoreFront in addition to Microsoft M365 Azure Virtual Desktop (AVD).
• Monitor infrastructure and identify system anomalies before they impact customers to include storage availability/capacity, network connectivity, database health, service account password expirations, certificate renewals, and other daily health checks as required.
• Work closely with Engineering staff to plan out future modernization efforts to meet customer and administrator requirements.
• Collaborate to perform network latency analysis to address slow connections and user experience issues with alacrity.
• Implement version and architectural changes to existing, approved, systems to maintain operability and security of the environment
• Implement major system upgrades as designed and approved
• Coordinate with other Tier 2 and Tier 3 teams for testing and deployment of new solutions to minimize impact on customers and other services
• Perform periodic backup and restoration of servers
• Monitor desktop capacity to size the environment based on typical usage trends
• Monitor License and Certificate status on the systems and coordinate the renewal and installation as needed.
• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
• Establish comprehensive availability and capacity management solutions using lessons learned
• Develop solutions to complex technical issues and implement them in production systems.
• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
• Periodically 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 ITOC government representative.
• Conduct routine maintenance following customers prescribed maintenance windows which may include evening and/or weekend maintenance to minimize impact on customers and their mission.
• Provide mentorship and training for junior team members.

Basic Qualifications

• Experience with interacting with customers to handle service inquiries and problems.
• Extensive experience working as a Tier 2 and Tier 3 system administrator: familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as ServiceNow.
• Knowledge of IC IT standards and best practices.
• Extensive knowledge of Citrix technologies to include, XenDesktop, XenApp, NetScaler, and StoreFront.
• Experience managing Microsoft M365 Azure Virtual Desktops (AVD).
• Extensive experience with patch and upgrade methodology for front-end and back-end systems based on Citrix technology.
• 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 with conducting incident and trend analysis via log review, performance baselining/review, and other incident/problem management techniques to develop solutions to ongoing issues impacting customer experience
• Experience with Scripting/Automation using Microsoft PowerShell or other scripting languages.
• Experience troubleshooting issues in a growing environment.
• Good time management skills with ability to prioritize work efforts based on severity/impact to customers.
• Strong oral and written communications skills.
• Track record of working effectively within a team and support to peers toward improved processes and results.
• Experience with IT Service Management (ITSM) ticketing platforms such as ServiceNow.
• Experience mentoring others and/or supervising others.

Clearance

• Due to the nature of the government contracts we support, US Citizenship is required.
• TS/SCI with specific polygraph required for position or TS/SCI and willingness to obtain a poly.

Education

• Candidate must have a Bachelor's degree with 12 years of relevant experience, Master’s degree with 10 years, Associate's with 14 years, or High School Diploma with 16 years.
• Required Certifications
• Candidate must, at a minimum, meet DoDM 8140.03 (previously DoD 8570) – IT System Admin Intermediate certification requirements (Cloud+, GICSP, SSCP, Security+ CE, GSEC, or higher).

Desired Certifications:

• Citrix Certified Administrator (CCA)
• Microsoft Certified: Azure Virtual Desktop Specialty, Microsoft 365 Administrator, or equivalent.
• ITIL Foundations Certification

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.