Job Details

Job 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:
  • Windows endpoints.
  • Citrix VDI sessions.
  • 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:
  • Triage and prioritize escalations.
  • Drive troubleshooting and resolution.
  • Document findings, actions taken, and resolution steps clearly.
  • Ensure timely updates, proper categorization, and clean closure notes.
  • 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.

Overview

SAIC accepts applications on an ongoing basis and there is no deadline.

SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.