Job Description
VDI Administrator Position Overview We’re hiring a VDI Administrator to be on the front lines of our client experience. You’ll be the first responder for technical issues across virtual desktop environments, cloud infrastructure, and GIS platforms —helping our clients stay operational and successful. This role is perfect for someone who enjoys solving problems, working directly with clients, and building deep expertise in Citrix, Azure Virtual Desktop (AVD), and AWS WorkSpaces within GIS-driven environments. What You’ll Do Own the First Response Act as the front line of support for ROK clients—owning tickets from intake through resolution or escalation Deliver fast, clear, and confident communication with both technical and non-technical users Ensure every interaction reflects ROK’s commitment to high-touch, high-quality service Solve Real Problems in Cloud Environments Troubleshoot issues across: Citrix Virtual Apps & Desktops Azure Virtual Desktop (AVD) AWS WorkSpaces Diagnose and resolve: User access and authentication issues Performance degradation and latency Connectivity, VPN, and session issues Profile-related problems Support both ROK-managed and client-managed environments Support GIS in the Cloud Assist users working in Esri ArcGIS environments hosted in cloud platforms Troubleshoot issues tied to: GIS application performance Data access and publishing Integration with virtual desktop platforms Partner with ROK’s specialized GIS and Enterprise teams for deeper issues Keep Systems Running Smoothly Monitor alerts and proactively respond to incidents across AWS and Azure Support user provisioning, permissions, and environment configuration Perform administrative tasks across: Active Directory / EntraID Domain Services maintenance Cloud infrastructure (compute, storage, networking basics) Document, Improve, Repeat Document issues and resolutions with clarity and consistency Contribute to ROK’s internal knowledge base and runbooks Identify patterns and recommend automation or process improvements Collaborate with Experts Escalate complex issues with strong documentation Work cross-functionally with: Cloud Engineering Database Team Enterprise GIS Team Participate in on-call rotation as part of a team-first support model What You Bring 4+ years in a technical support, help desk, or MSP environment Hands-on experience with one or more: Citrix Virtual Desktop Azure Virtual Desktop (AVD) AWS WorkSpaces Strong understanding of: Windows environments Basic networking (DNS, VPNs, firewalls) Cloud fundamentals (AWS and/or Azure) Experience using ticketing systems and working within SLAs A natural ability to troubleshoot, communicate, and stay organized under pressure Bonus Points Experience with Esri ArcGIS (Enterprise or Desktop) Familiarity with: Active Directory / EntraID Remote Desktop Services (RDS) PowerShell or scripting MSP experience (huge plus at ROK) Certifications: AWS, Azure, or Citrix What Makes You a Great Fit at ROK You take ownership —you don’t pass problems, you solve them You communicate clearly and confidently with clients You’re curious and always looking to learn more You thrive in a fast-paced, high-growth environment You care about delivering a great client experience , not just closing tickets What Success Looks Like Clients trust you and enjoy working with you Tickets are resolved quickly, accurately, and with strong documentation You proactively identify issues before they become problems You grow into deeper technical ownership over time Why ROK Technologies Work at the intersection of GIS + Cloud + Managed Services Be part of a high-growth, high-energy team Gain exposure to enterprise-level cloud environments Opportunities to specialize in GIS, Cloud Engineering, or DevOps A culture that values people, performance, and progress