VDI Analyst (Dallas)

We are seeking a dedicated and customer-focused Support Specialist to join our team. This individual will serve as the primary technical resource for supporting and maintaining the VMware Horizon VDI platform across all levels of the support model (Level 1 to Level 3). The role will involve resolving end-user VDI issues, maintaining golden images, deploying new desktop pools, and working with application teams to ensure seamless virtual desktop functionality. The ideal candidate will work closely with infrastructure, security, and application teams to ensure optimal performance, usability, and security of the company's virtual desktop environment.

Job Requirements :

Provide Level 13 support for Horizon VDI user issues, including session performance, access, printing, and profile-related incidents

Create, maintain, and update golden images for various user groups, including application packaging, patching, and configuration

Validate and troubleshoot application functionality within VDI sessions in partnership with application owners

Create and manage desktop pools in Horizon Administrator / Console, including both persistent and nonpersistent configurations

Perform root cause analysis for recurring issues and implement permanent fixes

Maintain user entitlement mappings and access to appropriate VDI pools

Monitor system health and generate reports on performance, usage, and capacity

Test and implement updates, patches, and version upgrades to Horizon components and base images

Collaborate with the Infrastructure team on escalations related to networking, storage, or host-level issues

Document standard operating procedures, troubleshooting steps, and FAQs for internal knowledgebase

Coordinate UAT testing for new images or configurations with business stakeholders

Participate in change management and implementation planning for VDI-related initiatives

Support onboarding and training for new users accessing the VDI environment

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and / or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal. com. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy : https : / / insightglobal.com / workforce-privacy-policy / .

Certifications such as VMware VCP-DTM, ITIL Foundation, or CompTIA A+

5+ years in IT support roles with at least 1 year supporting VDI environments

2+ years supporting Vmware Horizon View (7. x or 8. x) including connection server, composer and agent

2+ years experience with Windows desktop OS (Windows 10 / 11), Active Directory, and group policies

3+ years supporting end-user computing or VDI in enterprise environments

Proficiency with tools like Horizon Administrator / Console, vSphere Client, and basic PowerShell scripting