Virtual Desktop Infrastructure (VDI) Support Specialist

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.