ROK Technologies, LLC

Administration

• 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

VDI Administrator