Senior IT Support Analyst - (Burlington, MA)

Department: Field Ops Engineering

Req ID: R33356

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Senior IT Support Analyst - (Burlington, MA)

  • Burlington, Massachusetts, United States
  • Full time

Citrix builds the secure digital workspace technology that frees 400,000 customers to do their very best work from anywhere. By joining our award-winning workplace, you’ll be included in the globally diverse, collaborative team that values work-life balance. Come see why Fortune named us one of the 100 Best Companies to Work For®. Let’s innovate and grow together!

What we're looking for:

Citrix Mission

At Citrix, our Mission is to deliver an intelligent digital Citrix Workspace Experience that Empowers all Employees with Unified, Secure, and Reliable Access to all the Work Resources and Applications needed to be Productive and Do their Best Work – Anytime. Anywhere. Citrix provides Products and Information Technology solutions to collaborate work management, and provides modern and consistent User experience across all devices and through application integration, workflow automation and our cloud-based technology and zero trust security, enabling our Clients and End Users with the best Enterprise Performance, Modernization, and Security!

Every day you will have new opportunities to Grow and Innovate in ways that will make Work Better for Millions of People around the World. Citrix has been Ranked #11 on The Fortune's Best Workplaces in Technology in 2021. Thousands of Organizations around the World Trust Citrix to keep their apps available, their data safe, and their people productive—wherever and whenever work happens. 

More than 400,000 Companies around the World, including 97 Percent of the Fortune 500, rely on Citrix Digital Workspace Solutions to provide secure, reliable access to the applications and information their employees need to engage and be productive, with well over 100 million Users Worldwide.

Position Summary


Uses specialized technical and process knowledge to troubleshoot and resolve IT technical incidents and service requests in a timely manner.  Serves as a contact for internal executive customers. Takes ownership of basic to medium complexity incident/service requests from inception to resolution to provide an outstanding customer experience. Engages the necessary IT resources to resolve incidents that require the contribution of multiple IT teams. Maintains a thorough understanding of industry best practices, company policies, and procedures. Travels as necessary to support the technical infrastructure and customers at company events and or acquisitions.


The Primary Duties

  • Must communicate effectively and professionally with all users, colleagues, and management

  • Respond to and manage the resolution of all incidents, per respective SLA processes and guidelines.

  • Report escalations and potential issues to the Service Desk Lead or Manager.

  • Perform the rotational duty agent role, which requires the analysis of incidents and service requests in the work queue and assigns cases to self and others.

  • Ensure that reported user problems are recorded in Service Now with proper status and resolution. 

  • Provide technical assistance to customers on Citrix desktop supported applications and hardware. 

  • Provide wireless device support. 

  • Recommend hardware and software solutions to customers in line with current standards and policy.

  • Configure and deploy new user equipment with Citrix approved image. 

  • Provide recommendations or ensure proper escalation as needed.

  • Promote a team environment by assisting and contributing to fellow Citrix employees whenever necessary. to enhance the professional development of everyone within the organization.

  • Responsible for reporting to the user community of system updates, modification, and service outage.

  • Keep abreast of current technologies and trends.

  • Perform other tasks as assigned by Supervisor and Manager.  

  • May be assigned other project related tasks as needed.

  • Support onsite meetings as requested in collaboration with the AV support team.

Qualifications: Knowledge, Skills, Abilities, and Related Work Experience

  • Experience in writing and completing technical and end user documentation.

  • Proficient end-user training skills.

  • Demonstrated organization, priority planning, and time management skills.

  • Excellent problem solving, analytical, and verbal and written communication skills in the everyday environment.

  • Working knowledge of Service Desk incident management tools.

  • Demonstrated customer service orientation.

  • Ability to assist remote users.

  • Able to communicate highly technical information as necessary to both technical and non-technical personnel.

  • Ability to absorb new technical information and skills that will need to be incorporated into personal support portfolio.

  • Must be reliable, dependable, flexible, and able to multi-task with priority.

  • Able to manage incidents and tasks within SLAs.

  • A solid understanding of most major operating systems, Active Directory, and networking technologies.

  • An up-to-date understanding of imaging technologies.

  • A basic understanding of telephony components.

  • Basic knowledge of html and / or web design is a plus.

  • Solid proficiency in hardware and software troubleshooting.

  • Demonstrated understanding of Microsoft Office 365 products.

  • PowerShell and scripting experience.

  • Some knowledge of Citrix products is a plus.

  • Microsoft product certifications are a plus.

  • Citrix certifications are a plus.


Functional/Technical Requirements; Education, Certifications, and Training.

  • Active Directory, O365, Intune, OKTA and CEM experience.

  • Minimum of 5 - 6 years of experience in a Help Desk or Desk Side Support capacity within a technical environment.

  • Degree in Computer Science or a related IT field work experience or equivalent.

  • Microsoft product certifications are a plus.

  • Citrix certifications are a plus.

  • On call, as scheduled, for escalated issues.

  • Travel as required.


Physical Demands / Work Environment

  • Requires 100% Onsite commitment.

  • Must be able to lift over 50 lbs/22 kg of weight.

  • Light physical exertion, routine bending, and lifting may be required.

Why Work for Citrix

Come and work with one of the most Innovative and Forward-Thinking Technology Companies on Planet Earth! You will get to work alongside some of the Brightest, Most Talented, and Passionate People in the World. As a member of team, you'll be uniquely and strategically positioned to work on cool and exciting projects that will have a direct impact for our Customers in numerous Industries, well into the Future!

At Citrix, we want to help set you up for a successful career with us. We are an Innovative Engine for our Colleagues, Communities, Customers and End-Users in the Digital Marketplace!

Citrix's Pillars of Core Values are Integrity, Respect, Curiosity, Courage and Unity. Come and Work with High-Impact Teams!

Let's Embark on this Next Great Adventure Together!

Apply Today!

Functional Area:


Field Ops Engineering

What you’re looking for:
Everyone is welcome at Citrix. We prioritize diversity, equity, inclusion, and a culture of belonging, and celebrate bringing our courageous, authentic selves to work. We believe this way of working helps us innovate, and it’s just one of the reasons why our employees continuously recognize Citrix as a great place to work.

Citrix helps make work more sustainable to benefit the planet, our business, and our communities. For more than 30 years, we have empowered individuals and organizations to work remotely or work from anywhere, reducing commuting emissions and energy consumption in the process. 

We are the #1 leader in Virtual Client Computing (VCC) and #2 in the Application Delivery Controller (ADC) space, and we have key partnerships with top cloud providers. We’ll give you the tools, learning opportunities, mentorship, and flexibility to achieve your goals. Come see why you belong at Citrix, with our culture supporting purposeful innovation and growth from within. 

The Benefits
We offer a competitive total rewards package* that includes:

  • 18 weeks of paid parental leave
  • Health and wellness benefits
  • Employee assistance program
  • Retirement benefits
  • Education assistance
  • Time off and absence programs
  • Professional development and mentorship opportunities
  • Paid volunteer time and charitable matching of employee donations
  • Employee resource groups
  • And more!

**Please note that benefits may vary based on location.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at for assistance.

By applying, you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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