Overview
Remote
On Site
USD 80,001.00 - 120,000.00 per year
Full Time
Skills
Security Clearance
Design Of Experiments
Customer Service
Printing
Network
SSO
Thin Client
Workflow
Encryption
Middleware
Smart Card
Laptop
Tier 1
Endpoint Protection
Root Cause Analysis
PKI
Computer Networking
Recovery
Durable Skills
Regression Analysis
Documentation
Communication
Tier 3
VDI
Citrix
Microsoft Windows
OS X
Authentication
Management
ServiceNow
Information Technology
Systems Engineering
FOCUS
Job Details
Job ID: 2512362
Location: REMOTE WORK, VA, US
Date Posted: 2025-12-15
Category: Software
Subcategory: SW Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: DOE Q
Potential for Remote Work: Yes
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:
o Windows endpoints
o Citrix VDI sessions
o 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:
o Triage and prioritize escalations
o Drive troubleshooting and resolution
o Document findings, actions taken, and resolution steps clearly
o Ensure timely updates, proper categorization, and clean closure notes
o 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).
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Location: REMOTE WORK, VA, US
Date Posted: 2025-12-15
Category: Software
Subcategory: SW Engineer
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: DOE Q
Potential for Remote Work: Yes
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:
o Windows endpoints
o Citrix VDI sessions
o 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:
o Triage and prioritize escalations
o Drive troubleshooting and resolution
o Document findings, actions taken, and resolution steps clearly
o Ensure timely updates, proper categorization, and clean closure notes
o 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).
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.