VDI Administrator

Job Description

Become a crucial part of our team as a VDI Administrator, taking ownership of initial support for our valued clients. You will act as the primary point of contact, managing tickets from start to finish, ensuring rapid and precise communication with both technical experts and end-users. Your role directly reflects our dedication to delivering exceptional, personalized service. Solve intricate issues within various cloud environments, providing support for Citrix Virtual Apps & Desktops, Azure Virtual Desktop (AVD), and AWS WorkSpaces. Your duties include diagnosing and resolving user access and authentication problems, performance bottlenecks, connectivity challenges, VPN issues, and profile-related errors. You will support environments managed both by ROK and directly by our clients. Support the implementation of GIS in the Cloud, assisting users with Esri ArcGIS environments hosted on cloud platforms. Troubleshoot performance issues related to GIS applications, data accessibility and publishing, and integration with virtual desktop platforms, in collaboration with our specialized GIS and Enterprise teams. Maintain smooth system operations through continuous monitoring and proactive response to incidents across AWS and Azure. You will be involved in user provisioning, permissions management, and environment configuration, performing administrative tasks across Active Directory / EntraID, domain services, and basic cloud infrastructure. Document solutions comprehensively to improve our internal knowledge base and runbooks. Identify recurring patterns to suggest automation or process enhancements. Work with cross-functional teams, including Cloud Engineering, Database, and Enterprise GIS, escalating complex issues with thorough documentation. Participate in an on-call rotation to ensure continuous support.

Qualifications

1. Possess 4+ years of experience in a technical support, help desk, or MSP environment. 2. Have hands-on experience with Citrix Virtual Desktop, Azure Virtual Desktop (AVD), and AWS WorkSpaces. 3. Exhibit a strong understanding of Windows environments, basic networking (DNS, VPNs, firewalls), and cloud fundamentals (AWS and/or Azure). 4. Utilize ticketing systems and adhere to SLAs. 5. Demonstrate a natural ability to troubleshoot, communicate effectively, and maintain organization under pressure. 6. Bonus points for experience with Esri ArcGIS (Enterprise or Desktop), Active Directory / EntraID, Remote Desktop Services (RDS), PowerShell or scripting, and prior MSP experience.

Benefits

- Opportunities to specialize in GIS, Cloud Engineering, or DevOps - Gain exposure to enterprise-level cloud environments - Work at the intersection of GIS + Cloud + Managed Services - Be part of a high-growth, high-energy team - Experience a culture that values people, performance, and progress