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 the company's virtual desktop environment.
Job Requirements:
Provide Level 13 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
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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5+ years in IT support roles with at least 1 year supporting VDI environments
2+ years supporting Vmware Horizon View (7.x or 8.x) including connection server, composer and agent
2+ years experience with Windows desktop OS (Windows 10/11), Active Directory, and group policies
3+ years supporting end-user computing or VDI in enterprise environments
Proficiency with tools like Horizon Administrator/Console, vSphere Client, and basic PowerShell scripting
Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.