
Help Desk Technician
2 days ago
Job Description:
">We are seeking a dedicated and customer-focused Support Specialist to join our team. The role will involve resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality.
">Key Responsibilities:
">- ">
- Provide Level 1–3 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents">
- Create, maintain, and update golden images for various user groups, including application packaging, patching, and configuration">
- Validate and troubleshoot application functionality within VDI sessions in partnership with application owners">
- Create and manage desktop pools in Horizon Administrator/Console, including both persistent and non-persistent configurations">
- Perform root cause analysis for recurring issues and implement permanent fixes">
- Maintain user entitlement mappings and access to appropriate VDI pools">
- Monitor system health and generate reports on performance, usage, and capacity">
- Test and implement updates, patches, and version upgrades to Horizon components and base images">
- Collaborate with the Infrastructure team on escalations related to networking, storage, or host-level issues">
- Document standard operating procedures, troubleshooting steps, and FAQs for internal knowledgebase">
- Coordinate UAT testing for new images or configurations with business stakeholders">
- Participate in change management and implementation planning for VDI-related initiatives">
- Support onboarding and training for new users accessing the VDI environment">
Required Experience:
">- ">
- 2+ years in IT support roles with at least 1 year supporting VDI environments">
- Experience supporting VMware Horizon View (7.x or 8.x), including Connection Server, Composer, and Agent">
- Experience with Windows desktop OS (Windows 10/11), Active Directory, and group policies">
- Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting">
Preferred Experience:
">- ">
- 3+ years supporting end-user computing or VDI in enterprise environments">
- Deep experience creating and maintaining golden images including app installs, optimizations, and Windows updates">
- Familiarity with application packaging and troubleshooting app behavior in virtual environments">
- Experience deploying and managing desktop pools, including automated, linked clone, or instant clone pools">
- Working knowledge of FSLogix, profile redirection, and user data management">
- Experience integrating VDI with multi-factor authentication, antivirus, and DLP tools">
- Familiarity with Jira or similar ticketing and ITSM platforms">
- Experience collaborating with infrastructure teams on networking, DNS, storage, and security configurations for VDI">
- Knowledge of monitoring tools (e.g., Horizon Help Desk Tool, vRealize Operations, ControlUp)">
- Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+ are highly desirable">
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