Description
Description
In this role you will manage the Tier 3 queue in ServiceNow, drive complex issues to resolution, and provide clear, professional communication to end users and stakeholders. The ideal candidate is confident working independently, excels at root-cause analysis, and consistently delivers exceptional customer service, both written and verbal.
Key Responsibilities: Citrix VDI & Access· Serve as Tier 3 escalation for Citrix VDI endpoint issues, including connectivity, session reliability, performance, printing/peripheral redirection, profile-related symptoms, and client-side access problems.
· Troubleshoot and resolve issues impacting thin clients connecting to Citrix (network path, certificates, auth flows, Workspace configuration, endpoint policy constraints).
· Support and remediate issues with Citrix Workspace App on Windows and macOS (install/upgrade, configuration, authentication, certificate store behavior, plugin/SSO considerations).
PIV Card Authentication & Encryption· Diagnose and resolve PIV authentication failures across:
o Windows endpoints
o Citrix VDI sessions
o Thin client access workflows
Troubleshoot PIV-related encryption / certificate problems, including certificate chain trust, expired/invalid certs, middleware behavior, PIN prompts/locks, and access failures tied to smart card policies.
ServiceNow Queue Ownership· Work primarily from ServiceNow, managing the Tier 3 queue end-to-end:
o Triage and prioritize escalations
o Drive troubleshooting and resolution
o Document findings, actions taken, and resolution steps clearly
o Ensure timely updates, proper categorization, and clean closure notes
o Identify recurring issues and propose knowledge articles, runbooks, and standard fixes to reduce repeat incidents.
General Tier 3 Endpoint Support (Windows 11)· Resolve complex Windows 11 desktop/laptop issues escalated beyond Tier 1/2 (OS instability, login issues, app failures, drivers, performance, policy impacts, endpoint security interactions).
· Perform advanced root-cause analysis and coordinate with adjacent teams (Citrix engineering, IAM/PKI, networking, endpoint management) as needed to restore service quickly.
Core Skills & Competencies· Strong troubleshooting mindset: isolate variables, reproduce issues, validate fixes, prevent regression.
· Clear, high-quality ticket documentation and customer communication.
· Comfortable leading incident calls, explaining technical issues to non-technical users, and setting expectations.
Qualifications
Requirements:· Demonstrated Tier 3/advanced support experience with Citrix VDI and Windows endpoints.
· Must have a Bachelors degree and 5-7 years experience, additional experience considered in lieu of degree. Must have 7 years of relevant experience.
· Hands-on experience supporting Citrix Workspace App on Windows and macOS.
· Strong familiarity troubleshooting PIV authentication/certificate issues and the end-to-end login flow.
· Proven ability to manage and execute independently in a ticket-driven environment (ServiceNow or similar).
· Must be a US Citizen and able to obtain a DOE Q clearance.
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
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