Office: Washington, DC Department: Information Technology (Firmwide) Reports to: Enterprise Applications Manager FLSA Status: Exempt Hours: Core Hours: 9:00 a.m. – 5:30 p.m.; Monday – Friday, unless otherwise approved; additional hours as required
GENERAL SUMMARY: Under the general supervision of the Desktop & Mobility Engineering Manager, and following prescribed department, office and firm procedures, the Systems Engineer will be responsible for providing system administration support, system maintenance, and operation of a Citrix XenApp environment running on VMware. The Systems Engineer's work shall include the efforts involved with developing, testing, and implementing both physical and virtualized workstation, laptop, and tablet images using Citrix technologies. Additionally, the Systems Engineer will perform Tier 3-level incident and problem support of virtualized images and provide necessary recommendations on potential image/system enhancements, speed, and security. The Systems Engineer is expected to perform all responsibilities with a commitment to providing superior service to the firm's clients, attorneys, advisors and staff, and maintaining an atmosphere of teamwork and continuous improvement. Above all, the Systems Engineer must fulfill the needs of the firm in a manner which is consistent with the Firm's Core Values.
ESSENTIAL DUTIES AND RESPONSIBILITIES(Duties are performed throughout every work day, as necessary):
Act as Subject Matter Expert for various Citrix technologies to include: XenApps and Desktop 7.15 LTSR, NetScaler, StoreFront, Provisioning Services and MCS.
Configure and manage Citrix gateway configuration on Citrix NetScaler.
Manage Citrix user profile with UPM solution and folder redirection
Manage Citrix images with App Layering.
Manage VDA with Workspace Environment Management (WEM).
Perform software installations and upgrades to operating systems and oversees the deployment of business critical applications to the firm's desktop environment (virtual/physical).
Monitor and troubleshoot real-time and historical health monitoring of the Citrix Virtual Apps or Desktop Site using Citrix Director.
Schedule installations and upgrades, and maintain them in accordance with established IT policies and procedures.
Monitor and tune the system to achieve optimum performance levels.
Ensure workstation/server data integrity by evaluating, implementing, and managing appropriate software and hardware solutions.
Ensure data/media recoverability by implementing a schedule of system backups and database archive operations.
Support media management through internal methods and procedures or through offsite storage and retrieval services.
Develop and promote standard operating procedures.
Conduct routine hardware and software audits of workstations and servers to ensure compliance with established standards, policies, and configuration guidelines.
Develop and maintain a comprehensive operating system hardware and software configuration database/library of all supporting documentation.
Monitor and provide performance tuning to system components as required to ensure optimum system function.
Participate in disaster recovery planning and tests.
Maintain knowledge of emerging technologies and provide input for process improvement.
Ensure adequate documentation of all strategies, processes, and procedures related to the implementation and support of the environment.
Assist with resolution of escalated incidents and participate in problem management activities
Work with customers to resolve desktop problems and service requests such as software installations, remotely, using tools such as SCCM, Remote Desktop Connection, Active Directory, etc.
Collaborate with hardware and OS technical teams to ensure proper integration with each system.
Participate in cross-functional team projects to implement new or updated technology.
Work with other members within Technology Services Group to ensure complete and timely resolution of customer questions and issues, and to complete any necessary follow-up on resolution.