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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.

REQNUMBER: 2512362

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability