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Virtual Desktop Support Specialist
3 weeks ago
We are seeking a skilled and experienced Desktop Support Engineer to join our team. As the primary technical resource for supporting and maintaining VMware Horizon VDI platform, you will be responsible for resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality.
- 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
Requirements
- A degree in Computer Science, Information Technology, or a related field is required.
- A minimum of 2+ years of experience 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.
- Proficiency with Windows desktop OS (Windows 10/11), Active Directory, and group policies.
- Familiarity with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting.
Preferred Qualifications
- 3+ years of experience 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, such as Horizon Help Desk Tool, vRealize Operations, ControlUp.
