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. Required Qualifications: • 2–5 years of relevant experience supporting enterprise IT, virtual desktop infrastructure, desktop support, systems administration, or service desk operations. • Experience supporting Citrix Virtual Desktops and Apps or Omnissa Horizon 8. • Experience troubleshooting Windows 11 in an enterprise environment. • Experience supporting Microsoft 365, including Microsoft Teams. • Strong troubleshooting, customer-service, written-communication, and technical-documentation skills. • Ability to work on site five days per week during day-shift hours. • Education: Bachelor’s degree in Information Technology, Computer Science, Information Assurance, Cybersecurity, or related technical field. • This position requires an active DOD TS/SCI clearance. • Possess DoD 8570.01-M/DoD 8140 Certification IAW established mandate prior to start of work - IAT Level II required (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, SSCP); IAT Level III is desirable (CASP+ CE, CCNP Security, CISA, CISSP (or Associate), GCED, GCIH). Applicants not meeting this requirement will not be considered. • Experience supporting both Citrix Virtual Desktops and Apps and Omnissa Horizon 8 in a production environment. • Experience supporting or administering VMware vSphere. • Familiarity with Active Directory, Group Policy, DNS, DHCP, remote-access technologies, and enterprise endpoint-management tools. • Experience working in a Department of Defense or other regulated enterprise IT environment. • Relevant Citrix, Omnissa/VMware, Microsoft, ITIL, or other CompTIA certifications. Desired Qualifications: • Experience supporting both Citrix Virtual Desktops and Apps and Omnissa Horizon 8 in a production environment. • Experience supporting or administering VMware vSphere. • Familiarity with Active Directory, Group Policy, DNS, DHCP, remote-access technologies, and enterprise endpoint-management tools. • Experience working in a Department of Defense or other regulated enterprise IT environment. • Relevant Citrix, Omnissa/VMware, Microsoft, ITIL, or other CompTIA certifications.