Job Requirements:

• Individuals in this role will be required to perform remote administration of servers located in offsite data centers.
• Provide Tier 3 operations support and be able to rapidly distinguish isolated user problems vs service outages for Citrix technologies to include; Citrix XenDesktop, Citrix XenApp, Citrix NetScaler, and Citrix StoreFront.
• Monitor Citrix infrastructure and identify system anomalies before they impact customers to include storage availability/capacity, network connectivity, database health, 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 Group Policy modifications
• 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 solution using lessons learned
• Develop solutions to technical issues.
• 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 under your control.
• Update operations and monitoring documentation for 24/7/365 IT watch personnel.

Basic Qualifications:

• Requires a Bachelor's degree and 8+ years of relevant experience, or Masters degree with 6+ years of experience. Additional years of experience may be considered in lieu of a degree.
• Experience with interacting with customers to handle service inquiries and problems.
• Experience working as a Tier 3 system administrator: familiar with using desktop software applications such as web browsing and client software, and IT Service Management software.
• Knowledge of IC IT standards and best practices.
• Extensive knowledge of Citrix technologies to include, XenDesktop, XenApp, NetScaler, and StoreFront.
• Extensive experience with patch and upgrade methodology for front-end and back-end systems based on Citrix technology.
• Experience with rapid testing, validation, and deployment of new baseline images.
• Extensive experience with conducting incident and trend analysis via log review, performance baselining/review, and other incident/problem management techniques to develop solutions to ongoing issues impacting the customer experience.
• Experience with Scripting/Automation.
• Experience troubleshooting issues in a growing environment.
• Time management skills.
• Strong oral and written communications skills.
• Track record of working effectively within a team, and support to peers toward improved processes and results.
• Experience with support ticket management systems.
• Experience mentoring others and/or supervising others.
• Candidate must, at a minimum, meet DoD 8570.11- IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GICSP, GSEC, or SSCP along with an appropriate computing environment (CE) certification). An IAT Level III certification would also be acceptable (CASP+, CCNP Security, CISA, CISSP, GCED, GCIH, CCSP).

Preferred Qualifications:

• Citrix Certified Administrator (CCA)
• ITIL Foundations Certification