Job ID: 2512362

Location: REMOTE WORK, VA, US

Date Posted: 2025-12-15

Category: Software

Subcategory: SW Engineer

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: DOE Q

Potential for Remote Work: Yes

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.