Tier II & III Remote Access Specialist - Military veterans preferred

SAIC (www.saic.com)


  full-time   employee

United States


Position is located in D.C.

Position Description: 

The Tier II/III Network/Remote Access/Citrix candidate is required to function in an analytical and technical capacity, troubleshooting and resolving moderate to complex Remote/Citrix-related issues; provide responsive and timely resolution of reported remote access problems.  This position requires that the individual is able to systematically and promptly analyze escalated (from Operations) Citrix issues and resolve, document and follow up on resolutions.  Must be able to perform root cause analysis to determine cause(s), and map out long term solutions.  The individual is also required to identify efficiencies in technical work processes and procedures, as well as, system administration and configurations, to ensure an optimized production environment.  Able to maintain operational integrity of the Citrix production system to meet and/exceed established service level agreements and performance metrics.
Additionally, ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.

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.
• Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components associated with the Remote Access Citirx infrastructure
• Troubleshoot, respond, and resolve escalated incidents/service requests from Tier 2 and/or planned/unplanned outages
• Conduct RCAs and AARs following unplanned outages
• Evaluate, recommend, and support operational changes, enhancements, and modifications
• Perform configuration backups and disaster recovery operations
• Work closely with Operations, Government representatives, and Department of State customers, to include VIPs and senior level managers (Government and Vanguard).
• Monitor GO production environment using tools such as SCOM/eG.  Respond and resolve critical or escalated system alerts.
• Build and configure Citrix servers following defined standards, security guidance, or, with guidance/direction from senior technical personnel.
• Develop system build guides, test plans, and standard operating procedures; as required
• Test and deploy approved system patches using automated tools so that timelines are met, and sustain acceptable iPost scores.
• 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 GO/Citrix engineering team and various groups on issues related to Active Directory, firewalls, network L2/L3, Citrix Access Gateway (CAG), Juniper devices, and domain controllers.
• Operate, maintain, and administer a 24x7x365 Remote Access infrastructure and perform on-call duties, as required

As essential personnel, the ideal candidate will have a strong sense of commitment to perform on-call support functions as scheduled, providing timely responses to required system support after normal business hours and on weekends.  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:

• Bachelor’s degree in Computer Science, Management Information Systems or related discipline with 8+ years of relevant experience; or 10+ years of related work experience.

Required Experience/Skills/Attributes: 

• Experience with Citrix products that include, but are not limited to NetScaler, XenApp 7.x, XenDesktop 7.x , App-V, and XenServer
• Experience with VMWare – vCenter and vSphere
• Ability to work effectively in a team environment and contribute towards organizational and program goals.
• Strong Layer 2/3 network background to include familiarity with firewalls
• Experience/working knowledge of VLANS, DNS, Active Directory, GPO’s, DHCP, TFTP, and PKI Certificates
• Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables
• Demonstrate willingness to exercise initiative with focus on enhancing the team effort.
• Ability to interface with customers, peers, and management personnel in a professional, courteous and polite manner on a consistent basis.
• 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. 

Clearance Requirement: SECRET (Active)

Desired Experience/Skills/Attributes:  

• Relevant Citrix-related certifications
• Prior experience working within the Department of State IRM bureau will be considered as a significant plus. 
• Experience with Remedy
• Experience with Tree Size
• Working knowledge of RSA – two-factor authentication
• Experience with Microsoft system Center Operations Manager (SCOM) and/or eG.