Virtual Desktop Infrastructure (VDI) Support Specialist

SAIC; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

SAIC is seeking a Virtual Desktop Infrastructure (VDI) Support Specialist to join our Pentagon team in Arlington, VA. You will provide on-site VDI support, manage incidents and requests in ServiceNow, and collaborate with engineering and cybersecurity teams to maintain Citrix/Omnissa Horizon environments.

You will troubleshoot VDI access, Windows 11, and Microsoft 365, while maintaining clear ticket notes and working with customer personnel in a mission-focused setting.

Qualifications

• 2–5 years of relevant experience in enterprise IT, VDI, 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.
• Bachelor’s degree in Information Technology, Computer Science, Information Assurance, Cybersecurity, or related field.

Responsibilities

• Provide day-to-day technical support for Citrix Virtual Desktops and Apps and/or Omnissa Horizon 8.
• Troubleshoot VDI access, sessions, published apps, user profiles, performance, connectivity, authentication, and peripherals.
• Support end users with Windows 11 issues and Microsoft 365 apps.
• Receive, document, prioritize, update, and close tickets in ServiceNow.
• Maintain detailed ServiceNow notes with troubleshooting steps and resolutions.
• Escalate complex issues to appropriate teams and coordinate resolutions.
• Support user access, account troubleshooting, and routine operational tasks.
• Document recurring issues and knowledge-base content.

Skills

Customer service

Written communication

Technical documentation

On-site work

Windows 11 support

Education

Bachelor’s degree in Information Technology / Computer Science / Information Assurance

Tools

Citrix Virtual Desktops & Apps

Omnissa Horizon 8

VMware vSphere

Active Directory

Group Policy

DNS

DHCP

Enterprise endpoint-management tools

ServiceNow

Job description

Virtual Desktop Infrastructure (VDI) Support Specialist

Job ID: 2617402
Location: Arlington, VA, United States
Date Posted: Oct 2, 2026
Category: Information Technology
Subcategory: Sys Administrator
Schedule: Full-Time
Shift: Day Job
Travel: Yes - 10% of the time
Minimum Clearance Required: TS/SCI
Clearance Level Must Be Able to Obtain: None
Potential for Remote Work: On-Site
Benefits: Click here

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.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.
SAIC® is a premier mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, intelligence, and civilian markets includes secure high-end solutions in mission IT, enterprise IT, engineering services, and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.
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.