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DiscoverReady LLC IT Citrix Analyst in United States

The Citrix Analyst assists in maintaining the virtualized application delivery environment for various E-Discovery platforms and related applications. This position provides quick response and resolution to all internal and client-facing issues regarding the Citrix environment and works with Infrastructure Engineers and IT Support Administrators so that problems can be resolved and all needs can be met. Working in a fast-paced environment, the Citrix Analyst will provide on-site system administration and end-user support for all Review Centers and offer escalated support for outside clients and their respective review devices. The Analyst will provide end-user support by troubleshooting problems related to the delivery of in-house developed and 3rd party supported applications used in the virtualized environments, which includes all production, test and development environments for both on-site and remote users. Provide one-on-one customer support (telephone and email response) on the resolution of help desk tickets opened through the ticketing system.

  • Provides 2nd & 3rd level support for all Citrix related services.

  • Basic understanding of design and overall Citrix Architecture to service the current environmental requirements and flexible enough to accommodate changes demanded by future needs.

  • Support Citrix Environments as well as continued maintenance of existing Citrix Infrastructure and update support documentation as necessary.

  • Account Administration: Active Directory Users and Computers and Security Groups/Citrix App-Center users and publications /Web applications.

  • Ticket Queue Basic triages and information gathering, troubleshooting and resolution steps and document resolution in a clear and professional manner. Monitors, responds, and assigns trouble and task tickets. Reviews tickets prior to escalating to senior team members or to other teams or departments. May provide phone support to internal and external clients.

  • Responsible for daily/weekly/monthly checklists. Follow up and resolve all alerts generated by monitoring systems and document corrective actions taken.

  • Contribute and develop the configuration, change management, incident response, and problem management processes and the standard operating procedures.

  • Administrative tasks: Attend meetings both locally, and via teleconference. Occasionally meet with local vendors and technicians. Respond to email and communicator messages. Maintain a written spreadsheet of all current IT hardware.

  • Publishes applications and documents in Citrix Studio.

  • May participate in development of information technology and infrastructure projects.

  • Attend and participate in training programs designed to educate an organization’s computer users about basic and specialized applications.

Additional Responsibilities/Details:

  • Basic Networking foundation for troubleshooting connectivity issues between internal 3-tiered systems and external client sites.

  • Deploy virtualization technologies in the eDiscovery environment including Citrix XenApp, PVS, Netscaler and associated applications.

  • Administration of server technologies including the management of virtual servers and operating systems.

  • Collaborate with our eDiscovery Application and Hosting teams for optimizing infrastructure and deployment of new technologies.

  • Participate in escalated incident management and solving problems in a cross team environment.

  • Participate in Monthly Maintenance Activities.

Minimum Education Requirements:

  • Bachelor’s degree in a technical field or equivalent.

Minimum Experience Requirements:

  • 2+ years’ experience supporting Windows 2008/2012.

  • 1+ years’ experience supporting Citrix XenApp.

  • 1+ years’ supporting Provisioning Services.

  • Working towards Citrix Certification (CCA preferred).

  • Strong communication skills and a desire to deliver the highest level of customer service.

Other Requirements:

  • May participate in special projects.

  • Experience working in Citrix App-Center and with Thin clients is a plus.

  • Ability to work independently and in a team environment; perform follow through on tasks.

  • Excellent troubleshooting, problem-solving, and customer service skills.

  • Excellent attention to detail and organizational skills.

  • Excellent verbal, written and interpersonal communication skills.

  • Ability to interact with clients in a professional manner over the phone, in person, and in writing.

  • Ability to work in a fast-paced work environment and support on-site and remote end-users.

  • Ability to keep abreast of the latest developments in hardware and software technologies.

  • Ability to multi-task and prioritize/re-prioritize work.

  • Responsive and able to deliver the highest level of customer service.

Consilio’s True North Values

Excellence - We strive to make every client our advocate

Passion - We DO because we CARE

Collaboration - We win together through teamwork and communication

Agility - We flex, adapt and embrace change

People - We value, respect and invest in our teammates

Vision - We create clarity of purpose and a clear path forward

Consilio, LLC is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

ID: 2021-1663

External Company Name: Consilio LLC

External Company URL: https://www.consilio.com/