Tier 3 Application Software Engineer

Job ID: 2512362

Location: REMOTE WORK, VA, US

Date Posted: 2025-12-15

Category: Software

Subcategory: SW Engineer

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: DOE Q

Potential for Remote Work: Yes

Description

In this role you will manage the Tier 3 queue in ServiceNow, drive complex issues to resolution, and provide clear, professional communication to end users and stakeholders. The ideal candidate is confident working independently, excels at root-cause analysis, and consistently delivers exceptional customer service, both written and verbal.

Key Responsibilities: Citrix VDI & Access

Serve as Tier 3 escalation for Citrix VDI endpoint issues, including connectivity, session reliability, performance, printing/peripheral redirection, profile-related symptoms, and client-side access problems.

Troubleshoot and resolve issues impacting thin clients connecting to Citrix (network path, certificates, auth flows, Workspace configuration, endpoint policy constraints).

Support and remediate issues with Citrix Workspace App on Windows and macOS (install/upgrade, configuration, authentication, certificate store behavior, plugin/SSO considerations).

PIV Card Authentication & Encryption

Diagnose and resolve PIV authentication failures across:

• Windows endpoints
• Citrix VDI sessions
• Thin client access workflows

Troubleshoot PIV-related encryption / certificate problems, including certificate chain trust, expired/invalid certs, middleware behavior, PIN prompts/locks, and access failures tied to smart card policies.

ServiceNow Queue Ownership

Work primarily from ServiceNow, managing the Tier 3 queue end-to-end:

• Triage and prioritize escalations
• Drive troubleshooting and resolution
• Document findings, actions taken, and resolution steps clearly
• Ensure timely updates, proper categorization, and clean closure notes
• Identify recurring issues and propose knowledge articles, runbooks, and standard fixes to reduce repeat incidents.

General Tier 3 Endpoint Support (Windows 11)

Resolve complex Windows 11 desktop/laptop issues escalated beyond Tier 1/2 (OS instability, login issues, app failures, drivers, performance, policy impacts, endpoint security interactions).

Perform advanced root-cause analysis and coordinate with adjacent teams (Citrix engineering, IAM/PKI, networking, endpoint management) as needed to restore service quickly.

Core Skills & Competencies

Strong troubleshooting mindset: isolate variables, reproduce issues, validate fixes, prevent regression.

Clear, high-quality ticket documentation and customer communication.

Comfortable leading incident calls, explaining technical issues to non-technical users, and setting expectations.

Qualifications

Requirements:

Demonstrated Tier 3/advanced support experience with Citrix VDI and Windows endpoints.

Must have a Bachelors degree and 5-7 years experience, additional experience considered in lieu of degree. Must have 7 years of relevant experience.

Hands-on experience supporting Citrix Workspace App on Windows and macOS.

Strong familiarity troubleshooting PIV authentication/certificate issues and the end-to-end login flow.

Proven ability to manage and execute independently in a ticket-driven environment (ServiceNow or similar).

Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see .