Description Details
• Responsible for implementation and support of VDI in Client VDI environment.
• Monitor the Client’s VDI environment to ensure capacity, utilization, and licensing standards are maintained.
• Responsible to ensure completion of all assigned work and proper communications with clients, meeting service level agreements, customer satisfaction, and service demands
• Constantly monitor individual work queues to resolve routine and non-routine VDI issues and requests.
• Identify technical and process issues and recommend improvements.
• Responsible for compliance with applicable Corporate and Divisional Policies and procedures.
• Complete tasks as assigned by dispatchers and as directed by management.
• Update service tickets as appropriate and in a timely manner.
• Resolve technical issues and act as a technical contact for issues that require escalation.
• Maintain a high level of customer satisfaction

Required Qualifications:
• Strong understanding of VMware vSphere, Citrix XenDesktop, Citrix Director, and Citrix Studio
• Must have a broad knowledge of Windows, Windows-based systems such as Active Directory, PowerShell, Microsoft Office 365, MS Teams, OneDrive, Security concepts, and Bomgar/RDP
• Advanced technical computer skills as required for technical support specific to functional areas and related systems
• Experience with the Service Now ticketing system
• Must possess a strong customer service orientation.
• Must be adaptive and flexible and have good problem-solving skills.
• Must be able to communicate effectively both verbally and in writing.