| | Position Summary
We are seeking a dedicated and customer-focused Support Specialist to join our team. This individual will serve as the primary technical resource for supporting and maintaining the VMware Horizon VDI platform across all levels of the support model (Level 1 to Level 3). The role will involve resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality. The ideal candidate will work closely with infrastructure, security, and application teams to ensure optimal performance, usability, and security of virtual desktop environment.
Key Responsibilities - 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
Qualifications Education: - Associate or Bachelor's degree in Computer Science, Information Technology, or a related field.
- Preferred Certification(s): VMware Certified Professional Desktop and Mobility (VCP-DTM).
Required Experience: - 2+ years 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
- Experience with Windows desktop OS (Windows 10/11), Active Directory, and group policies
- Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting
Preferred Experience: - 3+ years 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 (e.g., Horizon Help Desk Tool, vRealize Operations, ControlUp)
- Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+ are highly desirable
Skills and Competencies - Strong analytical and problem-solving skills.
- Excellent communication and interpersonal abilities.
- Ability to work independently and as part of a team.
- Customer-oriented mindset with a focus on delivering high-quality support.
- Adaptability to evolving technologies and processes
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