The company is looking to solve complex technical issues related to Citrix VDI, PIV card authentication, and Windows 11 endpoints, and provide exceptional customer service to end users and stakeholders.
Requirements
- Demonstrated Tier 3/advanced support experience with Citrix VDI and Windows endpoints.
- Hands-on experience supporting Citrix Workspace App on Windows and macOS.
- Strong familiarity troubleshooting PIV authentication/certificate issues and the end-to-end login flow.
- Proven ability to manage and execute independently in a ticket-driven environment (ServiceNow or similar).
- Strong troubleshooting mindset: isolate variables, reproduce issues, validate fixes, prevent regression.
- Clear, high-quality ticket documentation and customer communication.
- Comfortable leading incident calls, explaining technical issues to non-technical users, and setting expectations.
Responsibilities
- Serve as Tier 3 escalation for Citrix VDI endpoint issues, including connectivity, session reliability, performance, printing/peripheral redirection, profile-related symptoms, and client-side access problems.
- Troubleshoot and resolve issues impacting thin clients connecting to Citrix (network path, certificates, auth flows, Workspace configuration, endpoint policy constraints).
- Support and remediate issues with Citrix Workspace App on Windows and macOS (install/upgrade, configuration, authentication, certificate store behavior, plugin/SSO considerations).
- Diagnose and resolve PIV authentication failures across: Windows endpoints, Citrix VDI sessions, Thin client access workflows
- Troubleshoot PIV-related encryption / certificate problems, including certificate chain trust, expired/invalid certs, middleware behavior, PIN prompts/locks, and access failures tied to smart card policies.
- Resolve complex Windows 11 desktop/laptop issues escalated beyond Tier 1/2 (OS instability, login issues, app failures, drivers, performance, policy impacts, endpoint security interactions).
- Perform advanced root-cause analysis and coordinate with adjacent teams (Citrix engineering, IAM/PKI, networking, endpoint management) as needed to restore service quickly.
Other
- Must have a Bachelors degree and 5-7 years experience, additional experience considered in lieu of degree. Must have 7 years of relevant experience.
- Must be a US Citizen and able to obtain a DOE Q clearance.
- Must be able to work independently in a ticket-driven environment.
- Must have excellent customer service skills, both written and verbal.
- Must be able to lead incident calls and explain technical issues to non-technical users.
