Technical Support Specialist
7 days ago
Job Title: Technical Support Specialist - Virtual Desktop Infrastructure
Job Description:
We are seeking a skilled and experienced Technical Support Specialist to join our team in providing high-quality support for our virtual desktop infrastructure. The ideal candidate will have a strong background in IT and experience with VMware Horizon VDI, Windows desktop OS, Active Directory, and group policies.
Responsibilities:
- Provide level 1-3 technical support for users experiencing issues with their virtual desktop environment, 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 minimum of 2 years of experience in IT support roles, with at least 1 year supporting VDI environments.
- Experience with VMware Horizon View (7.x or 8.x), including Connection Server, Composer, and Agent.
- Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting.
Benefits:
- The opportunity to work with a cutting-edge technology stack.
- A dynamic and supportive team environment.
- Ongoing training and development opportunities.
What We Offer:
We offer a competitive compensation package, including medical benefits, retirement savings plan, and paid time off. Our company is committed to diversity, equity, and inclusion, and we strive to create an inclusive work environment that values different perspectives and experiences.
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