<p><strong>End-User Support</strong></p><ul><li>Provide Level 1–2 support for desktops, laptops, mobile devices, and peripherals.</li><li>Troubleshoot Windows OS issues, application errors, login problems, and profile-related issues.</li><li>Assist users with account/password resets and access-related concerns.</li></ul><p><strong>Citrix Support</strong></p><ul><li>Support Citrix Virtual Apps and Desktops (XenApp/XenDesktop) environments.</li><li>Troubleshoot Citrix session connectivity issues, slow logins, profile loading issues, and application launch failures.</li><li>Assist with provisioning and updating virtual desktops or published applications under senior admin guidance.</li><li>Perform basic management tasks in Citrix Studio and Citrix Director (session monitoring, disconnects, resets).</li><li>Work with system administrators to resolve escalated Citrix-related issues.</li></ul><p><strong>Hardware & Software</strong></p><ul><li>Install, configure, and troubleshoot software applications and security updates.</li><li>Diagnose computer hardware issues and perform repairs or replacements.</li><li>Maintain an inventory of hardware, accessories, and end-user equipment.</li></ul><p><strong>Networking & Connectivity</strong></p><ul><li>Troubleshoot network-related issues affecting Citrix connectivity (VPN, Wi-Fi, DNS, latency).</li><li>Assist with basic networking tasks such as checking switch ports or verifying user connections.</li></ul><p><strong>Documentation & Process</strong></p><ul><li>Maintain accurate ticketing notes, technical documentation, and user guides.</li><li>Follow ITIL-based processes for incident resolution and request fulfillment.</li><li>Ensure adherence to security protocols and company IT policies.</li></ul><p><br></p>

<ul><li>1–3 years of desktop support or technical support experience.</li><li>Hands-on experience supporting Citrix Virtual Apps and Desktops.</li><li>Strong understanding of Windows OS (Windows 10/11, Windows Server basics).</li><li>Working knowledge of user profiles (UPM, FSLogix), Citrix Receiver/Workspace App.</li><li>Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).</li><li>CompTIA A+, Network+, or Citrix CCP-V/CCA-V certifications are a plus.</li><li>Strong communication, customer service, and troubleshooting skills.</li></ul><p><br></p>

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