Citrix team lead
Citizens Banking Corporation
Contract Providence, Rhode Island, United States Posted 11 months ago
About Position
Citrix team lead (Contract)
$75.00 / Hourly
Providence, Rhode Island, United States
Citrix team lead
Contract Providence, Rhode Island, United States Posted 11 months ago
Skills
VDI - Citrix CloudVDI - Citrix VADDescription
Provide access to Citizens ticket management tool and shadow capability to user's virtual desktops
Provide knowledge transfer on Citizens processes and procedures as they apply to end user support
Provide level 1 (help desk) and 1.5 (deskside) support to end users, consisting of:
Including following/completing scripted troubleshooting activity, as provided by 3rd Party Operational Team
Escalate issues for Citrix DaaS on Azure users that cannot be resolved at level 1 and 1.5 and do not have a KB article
Provide level 1.5+ Advanced Remote Resolution (ARR) to Citrix DaaS on Azure users, consisting of:
Provide all end user communication of problem ticket status and resolution
Problem identification, determination and resolution for virtual desktop centric issues and problems
Citizens owned end point issues with Citrix connectivity, resource launching, Citrix Workspace issues and pass thru services (e.g., audio, drives, USB)
Escalate unresolved items, as required
Update status of the call through completion in Citizens ticketing service
Provide support for Citizen’s BYOD devices for troubleshooting connectivity and Citrix Workspace issues to the Citrix DaaS on Azure environment but will not support the underlying device, operating system or applications
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Citizens Banking Corporation
One Citizens Plaza