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 Xen Desktop, Citrix Xen App, Citrix Net Scaler, and Citrix Store Front 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.

• 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 Service Now.
• Knowledge of IC IT standards and best practices.
• Extensive knowledge of Citrix technologies to include, Xen Desktop, Xen App, Net Scaler, and Store…