Virtual Desktop Infrastructure Support Specialist

SAIC; Arlington (VA); On-site; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking a motivated VDI Support Specialist to join our Pentagon team in Arlington, VA. You will deliver on-site support for a DoD DoD VDI environment including Citrix Virtual Desktops and Horizon 8, handling incidents in ServiceNow and collaborating with engineering groups.

You will work with end users on Windows 11, Microsoft 365, and Teams, produce knowledge-base content, and ensure timely ticket resolution in a mission-focused setting.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Assurance, Cybersecurity, or related field.
• This position requires an active DoD TS/SCI clearance and IAT level II/III certifications.
• Experience with Citrix Virtual Desktops and Citrix Apps or Omnissa Horizon 8 in production.
• Experience supporting Windows 11 in an enterprise environment and Microsoft 365 apps.
• Proven troubleshooting, customer-service, and technical-documentation skills.

Responsibilities

• Provide day-to-day technical support for Citrix Virtual Desktops and Apps and Omnissa Horizon 8.
• Troubleshoot VDI access, sessions, applications, profiles, performance and connectivity issues.
• Support end users with Windows 11, Microsoft 365, and Teams.
• Record, update, and close ServiceNow tickets with detailed notes and resolutions.
• Escalate complex issues to infrastructure or engineering teams and coordinate resolution.

Skills

TS/SCI clearance

Strong troubleshooting

Customer-service

Written communication

Technical documentation

On-site availability

Production environment experience

Education

Bachelor’s degree in IT or related field

Tools

Citrix Virtual Desktops & Apps

Omnissa Horizon 8

VMware vSphere

Active Directory

Group Policy

DNS/DHCP

Job description

Description

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.

Qualifications

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.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability