OverviewJob PurposeICE Endpoint Solutions is responsible for every endpoint, physical and virtual, globally, which currently accounts for 20,000 devices. Master images, golden templates, operating system updates and upgrades, security patches, software delivery, endpoint configuration, and compliance controls fall within the team's remit. Endpoint Solutions works closely with multiple IT groups to ensure physical and virtual endpoints remain secure, compliant, stable, and operationally effective.
Endpoint Solutions - Engineering implements and improves the technologies used to manage, maintain, secure, and ensure compliance across ICE's global physical and virtual endpoint estate. The EPS-Engineering team stays current with industry trends and recommends new platforms, configuration changes, and operational improvements that support an efficient, secure endpoint environment. This role has a particular focus on Horizon-based virtual desktop infrastructure, including design, administration, optimization, and operational support.
Primary Focus: Support and improve ICE's virtual desktop estate. The successful candidate should bring strong virtualization experience and practical Horizon knowledge across desktop lifecycle management, image maintenance, application delivery, user access, performance troubleshooting, and operational support.
Responsibilities- Assist in the planning, design, and implementation of management systems and infrastructure.
- Design, maintain, and support enterprise virtual desktop infrastructure, with a focus on Horizon-based desktop delivery.
- Manage golden images, desktop pools, Instant Clone lifecycle, entitlements, and application delivery workflows.
- Troubleshoot VDI performance, availability, access, profile, connectivity, and user experience issues across the full stack.
- Work with infrastructure, network, security, identity, and application teams to ensure the VDI platform remains secure, resilient, scalable, and operationally efficient.
- Participate in an on-call rotation for after-hours and weekend support.
- Mentor teammates and partner teams by sharing knowledge, guidance, and practical support.
- Stay current with supported technologies and identify opportunities to apply new features to business needs.
- Take projects from idea to completion independently, with guidance where required.
Knowledge and Experience- Virtualization / Horizon Infrastructure - Strong experience designing, administering, troubleshooting, and optimizing enterprise VDI environments, with hands-on familiarity with VMware Horizon / Omnissa Horizon. Experience should include Connection Servers, Instant Clones, golden image management, desktop pools, entitlements, user experience optimization, profile management, Unified Access Gateway, and vSphere integration.
- vSphere / Virtual Infrastructure - Strong knowledge of VMware vSphere concepts, including clusters, hosts, resource management, templates, snapshots, storage, networking, and virtual machine lifecycle management.
- VDI Monitoring and Performance - Experience monitoring VDI health and performance, including log analysis, session performance, resource contention, login times, protocol behavior, storage latency, capacity trends, and user experience.
- Workstation OS - 5+ years of experience managing and optimizing Windows 11 in both physical and virtualized environments.
- Desktop Management Systems - 5+ years of experience building and managing desktop infrastructure using tools such as Broadcom Altiris, Microsoft SCCM, Intune, or Tanium.
- Thin Client Management - Experience with Wyse and HP thin client management tools is a plus.
- Patch Management - Experience in software and OS patch management.
- Scripting - Experience with management and automation scripting in PowerShell and VMware PowerCLI. Comfortable performing tasks from the command line.
- Collaboration and Mentoring - Ability to work effectively with IT teams, communicate strategy clearly, and provide practical guidance where needed.
- Microsoft Intune - Experience with modern endpoint management strategies, zero-touch provisioning via Autopilot, policy management, mobile device management, Microsoft Graph, and log analytics.
- AD / Entra ID - Strong knowledge of Active Directory, Group Policy, DNS, and Microsoft Entra ID.
- Cross-functional Troubleshooting - Ability to diagnose issues across endpoint, virtual desktop, identity, network, storage, security, and application layers.
Desirable Knowledge and Experience- College degree in Engineering, MIS, CIS, or related discipline.
- Experience with Horizon App Volumes, Dynamic Environment Manager, monitoring platforms, VDI capacity planning, or protocol-level performance troubleshooting.
- Experience with Citrix Virtual Apps and Desktops, StoreFront, NetScaler / ADC, or Citrix app layering technologies.
- Experience with Azure Virtual Desktop or Windows 365.
- Experience with scripting languages such as PowerShell, VBS, or Python for automation tasks.
- Excellent problem-solving and analytical skills.
- Familiarity with ServiceNow and change / incident management practices.
- Experience in the financial services industry.
Illinois Base Salary Range The expected base salary for this role, if located in Illinois, is between $97,900 - 128,800 USD. The base salary range does not include Intercontinental Exchange's incentive compensation. While we provide this range as general guidance, at ICE we compensate employees based on the skillset and experience of the individual. Regular full-time ICE employees are eligible for a suite of competitive employee benefits, including healthcare coverage (medical, dental and vision), a 401(k) plan, life insurance, time off, and paid leave for qualifying circumstances.
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