Technical Support Analyst (Citrix/VDI)

Location: Burnaby, BC, Canada
Date Posted: 06-06-2018
On behalf of our enterprise client, Affinity is seeking a Technical Support Analyst with skills in VDI/Citrix to join them on a contract basis.  

Services Required: 

the Technical Support Analyst (VDI/Citrix) is responsible for the development, configuration, piloting, remediation and deployment of virtual technical solutions (VDI, VMWare Horizon/Citrix) required to successfully run applications in a Windows 10 / thin client / virtual desktop environment.
 
The following services are expected:
Work with the Technical Project Manager – VDI, Thin Client & Citrix, in collaboration with FWS technical, application and business/clinical readiness teams and IMITS/IBM/BCCSS delivery partners to:
  • Assist with the design, development, configuration, piloting and implementation of an expanded VDI and Hyperconverge VM solution to deploy applications in the HealthBC Win 10 / virtual desktop environment across PHSA, PHC and VCH.
  • Collaborate with the FWS teams, IMITS technical teams (Enterprise Architecture, Security, etc.), Service Providers (IBM, BCCSS, etc.) and other external resources to ensure holistic end-to-end delivery of integrated virtual solutions to the client:
    • Work with the business and support teams to understand clinical/application requirements and disseminate to technical solutioning teams.
    • Support the definition of resolution strategies/solutions for problem applications.
    • Prove solution feasibility through use of supporting documentation including business cases, requirements documents, use cases, etc. and integrated testing.
    • Conduct end-to-end testing of proposed solutions:
      • Document use cases, test scripts and testing plans.
      • Engage clients and delivery partners to plan/schedule testing.
      • Lead and evaluate testing activities.
      • Obtain client and technical partner sign off.
    • Implement, monitor and support technical solutions.
    • Document all technical solution architecture according to best practice and existing health authority expectations/standards.
    • Lead the identification, analysis, troubleshooting and resolution of technical issues arising from implemented solutions: including conducting root cause analysis and identifying alternate technical solutions to meet defined clinical and business needs. 
    • Support project and change management activities.
  • Work closely with the Win 10 Readiness team to understand and assess Windows 10 SAC requirements, GPOs, grouping, security settings and various application-specific requirements.
  • Provide technical solutioning support to the FWS Application Certification Team to enable application intake, testing, remediation, packaging, and deployment.
  • Produce comprehensive customer reports including strategies for optimization.
  • Ensure solutions are technically robust, financially sustainable and aligned to PHSA, PHC and VCH’s clinical and operational roadmaps.
  • Support the development of post implementation support models (e.g. internal versus managed service versus mixed models; including the development of production turnover documentation, training materials and standard operating procedures.
  • Work closely with the Windows 10 Readiness team to identify, implement and support lab requirements.
  • Other duties as assigned.
Key deliverables include:
  • Ensure the VDI infrastructure, processes and support documents are ready for the Clinical Pilot.
  • Technical solution documentation
    • Requirements
    • Solution diagrams including architecture, technical and process workflow
    • Production turnover documentation
    • Training materials
    • Standard Operating Procedures.
    • Customer reports (statistic, trends, optimization)
  • Testing documentation
    • Schedule
    • Use Cases
    • Test Scripts
    • Evaluation criteria
    • Completed evaluation
  1. Specific Qualifications or Experience Required: 
 
We are looking for a resource with a strong IT infrastructure technical background:
 
  • A degree/diploma in Computer Science or a related field.
  • Experience with VDI, Thin Client, Citrix, Windows 10 and Window 7.
  • Exceptional technical documentation and presentation skills.   Please provide 1-2 samples of anonymized technical documentation to support your application (e.g. use case, solution diagram, etc.).
  • Excellent communication skills for both technical and non-technical components
  • Exceptional ability to translate and express technical problems, outcomes and benefits using layperson terms.
  • Ability to isolate sources and find creative technical solutions for complex problems involving multi-disciplinary teams.
  • Familiar with software packaging process, application/desktop virtualization and software distribution.
  • Experience with Group Policy and Active Directory design in enterprise level capacity.
  • Experience in comprehensive integrated desktop management; such as mandatory profiles, login scripts, digital certificates deliveries, network drive mapping, printer mapping, white lists, exceptions creation, generic accounts, enterprise test lab and software patching.
  • Experience with output management, peripheral connectivity and device management.
  • Strong interpersonal and collaboration skills; able to effectively facilitate discussions with a diverse group of stakeholders, users, etc.
  • Ability to work independently and within a team, while influencing and supporting.
  • Ability to meet deadlines in a fast-paced work environment.
  • Excellent proficiency with MS Office toolsets (Word, Excel, PowerPoint, Visio).
  • Organizational and time management skills.
About Affinity Staffing:
Affinity Staffing is a full service Information Technology agency that takes a unique approach to recruiting. We believe recruiting is about creating long-term relationships that foster a mutually beneficial partnership - an affinity. Bringing a new style of recruiting founded on four core principles – Transparency – Flexibility – Efficiency – Agility.
 
For more information on Affinity Staffing, please visit.
www.affinitystaffing.ca
 
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