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Tier II Network/Virtual Desktop/Remote Access/Citrix Admin Job
SAIC | Washington, District of Columbia
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Job Description

Tier II Network/Virtual Desktop/Remote Access/Citrix Admin (Job Number:416339)


Description of Duties:

- Promptly respond to escalated tickets and/or issues.

- Analyze reported problems and perform thorough and accurate troubleshooting steps to promptly resolve issues.

- Must have working knowledge of the Remedy ticketing system to document ticket status and resolutions.

- Perform customer support activities on escalated issues including troubleshooting, research, resolution, reporting, documentation and customer follow up.

- Conduct RCAs and AARs following unplanned outages

- Work closely with Operations, Government representatives, and Department of State customers, to include VIPs and senior level managers (Government and Vanguard).

- Demonstrate basic knowledge and experience in Local/Remote Access Systems/Citrix related to system infrastructure and components.

- Monitor Citrix production environment using tools such as SCOM/eG. Respond and resolve critical or escalated system alerts.

- Develop standard operating procedures.

- Working knowledge of RSA.

- Identify and resolve system vulnerabilities; Support A&A activities

- Perform routine maintenance activities including password/account resets, operating system or component upgrades (software or hardware).

- Perform required software patching, ensuring timeliness of the deployment.

- Perform close coordination with the Citrix engineering team and various groups on issues potentially related to Active Directory, networks, Citrix Access Gateway (CAG), Juniper devices, and domain controllers.

- Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis.

- As essential personnel, the ideal candidate will have a strong sense of commitment to providing timely responses to required system support.

- Additionally, the candidate should have an eye for detail, ability to multi-task, organize priorities, and work in a systematic style following Standard Operating Procedures (SOPs) and guides.

Required Education/Experience:

- Associates Degree in related field and 9 years or more in related experience. Or High School and 11 years of experience. A Bachelor's degree may be considered for required years of experience as well.

Required Experience/Skills/Attributes:

- Ability to work effectively in a team environment and contribute towards organizational and program goals.

- Demonstrate willingness to exercise initiative with focus on enhancing the team effort.

- Ability to communicate effectively and professionally both verbally and in writing on a consistent basis.

- Ability to identify, troubleshoot and resolve issues in a timely and appropriate manner to meet or exceed performance metrics/service level agreement.

- Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis.

- Ability to quickly and consistently follow guidance and direction in managing/updating and monitoring tickets in Remedy, resolving technical issues, following up with customers, and documenting status of tickets.

- Ability to maintain/sustain production goals or established baselines with regards to ticket closures to meet/exceed performance metrics.

Desired Experience/Skills/Attributes:

- Knowledge and experience of Citrix

- Prior experience working within the Department of State IRM bureau will be considered as a significant plus.

- Experience with Remedy

- Experience with Microsoft system Center Operations Manager (SCOM) and/or eG.

- Knowledge and experience of RSA or similar access token technologies

Clearance Requirement: SECRET (Active)

SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.

EOE AA M/F/Vet/Disability

Job Posting: Feb 12, 2016, 8:30:46 AM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Secret
Potential for Teleworking: No
Travel: None
Shift: Day Job
Schedule: Full-time

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