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Sr. IT Infrastructure Engineer

Location: Dallas, TX, United States
Req ID: 015655

Job Description


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Ready to be a Cooper too? This might just be right up your alley!

We’re here to keep the dream of home ownership alive. Oh, and while we’re at it, we’re determined to change the lending industry itself. It’s simple, but it won’t be easy. And we’ll need a great team behind us. (That’s where you come in.) We want to show the world that transparency, candor and collaboration aren’t just good values. They’re good business. Working here isn’t for people who want to punch a clock. It’s for people who want to punch a hole in the status quo. Come join us. And make a difference instead of just a living.

Job Summary: 

Mr. Cooper is seeking an energetic, highly motivated, self –starter who thrives in a dynamic fast paced environment for the role of Virtual Desktop Engineer.  The Engineer will be responsible for the overall design, enhancement, maintenance, and operational support of the Virtual Desktop (VD) offerings within the organization, including Windows Virtual Desktop (WVD) and the remaining Citrix Virtual App and Desktop (CVAD) environment. This includes analysis, capacity planning, development, and implementation of new features and enhancements based on the service levels and business requirements of the organization. The Virtual Desktop Engineer will provide technical support, troubleshoot problems to ensure stable and efficient operations. 


Roles and Responsibilities: 


  • Designs, administers, and maintains all Virtual Desktop environments, WVD, Citrix CVAD and other VD platforms, supporting software, cloud platforms and Windows Operating Systems (2012+ and Win10). 

  • Ensures optimal performance and capacity management for CVAD, WVD and other Virtual Desktop environments. 

  • Lead and organize pilots for up-and-coming Virtual Desktop technologies to improve environment effectiveness. Makes recommendations to leadership. 

  • Create, manage, configure, and troubleshoot FSLogix policies and software.    

  • Create, manage, configure, and troubleshoot Appsense policies and software.    

  • Develop and maintain OS (operating systems) SOP (standard operating procedures) for Hypervisor directly working with Wintel to install, configure, and support Citrix servers and related hardware/Hyper Converged Nutanix/cloud space. 

  • Provide technical expertise and support for Active Directory and Microsoft group policies. 

  • Deep understanding of Citrix and other Virtual Desktop technologies, business drivers, and emerging computing trends. 

  • Responsible for file systems and directory structure associated with the Virtual Desktop environments. 

  • Experience with Acropolis File System (AFS). - helpful, but not required 

  • Document system up-time and metrics related to system stability using Control Up and Citrix Director. 

  • Provides effective Tier III Virtual Desktop related support on rotating on call by researching/analyzing issues/requests to determine server (hardware and software) application related implications, effectively communicating with all impacted parties and by troubleshooting and resolving issues with a sense of urgency to minimize any system downtime. 

  • Engineer must be able to make decisions collaboratively, resolve conflicts and ensure follow through with exceptional verbal and written communication. 

  • Create Knowledge Base articles of operational tasks to streamline support and empower lower support tiers to resolve issues on a first call basis. 

  • Having an architectural sense for ensuring availability, reliability, and performance. 

  • Having strong knowledge of one or more of the following programming/scripting languages: PowerShell, C++, Python. 

  • Effectively maintains all CVAD and virtual desktop components by performing maintenance patching and application upgrades (Via PVS and MCS) as needed. 

  • Experience in deploying app layering technology. (MSIx) _ Preferred 

  • Experience in migrating CVAD into the appropriate cloud hosting platform. 

  • Work with other teams as a VD subject matter expert for implementation of new projects and ensures optimal server configurations. Participates in creation of optimal system architecture in support of innovative designs and features. Researches and recommends hardware/software technologies in support of application requirements. 

  • Manage a mix of long-term projects, short term service requests, and daily needs with a high degree of flexibility and effective delegation. 

  • Ensures server security integrity by reviewing and working with the security operations team for a unified security platform. 




  • Ability to communicate among technical and non-technical employees, and process orientation skills. 

  • A customer driven approach and good customer management skills 

  • Ability to work autonomously and under pressure. 

  • Printer Management in a Virtual Desktop environment 

  • Ability to multi-task, be highly organized, and work independently. 

  • Ability to identify problems and apply creative solutions. 

  • Application management, publishing, packaging, virtualization, and streaming 

  • Proficiency with PowerShell or equivalent scripting language 

  • Citrix Director, Studio, Storefront, Provisioning Server, NetScaler, Azure/AWS/GCE 

  • Windows Active Directory Administration, including GPO management. 

  • Advanced scripting and automation skills 

  • Windows operating system administration and application development (Server 2012+ and Windows 10) 

  • Experience with virtualization (VMware, Xen, or Cloud) 


Core Requirements: 


  • Bachelor's degree in Computer Science (or related) or equivalent work experience required; Will consider a HS diploma with 4+ years of experience supporting enterprise level applications and their infrastructure. 

  • 4+ years of experience supporting enterprise level applications and their infrastructure. 

  • At least 3 years Appsense 10.0+ (preferred), Windows Server 2012+ or Citrix 7.6+ 

  • OR at least 3 years coding/scripting in PowerShell or equivalent scripting language 

  • OR At least 1 years Cloud experience in Azure, AWS or GCE Skillsets 

  • Citrix Certifications a plus 

  • Microsoft Certifications a plus 

  • Cloud Certifications a plus 

Mr. Cooper is committed to nurturing a diverse and inclusive environment where every employee is empowered to be their authentic self.  We know that a large part of our success as a business is directly tied to our ongoing efforts to attract and retain diverse talent and maintain an inclusive environment where each employee can thrive.  Embracing and leveraging diversity through an inclusive work environment fosters new ideas, new insights, and constant innovation.  We strive to weave the principles of diversity and inclusion throughout the fabric of how we work, how we interact, and how we engage with our customers and the community.

Job Requisition ID:


Job Category:

Information Technology

Primary Location City:


Primary Location Region:


Primary Location Postal Code:


Primary Location Country:

United States of America

Posting Organization:

Mr. Cooper

Line of Business:

Information Technology

Additional Posting Location(s):

Alternate Requisition:



Responsible for determining current and future enterprise infrastructure needs. Oversees the design and implementation of information systems that support the enterprise infrastructure of the organization.
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