Technical Engagement Network (TEN) Lab Manager

Stellenbeschreibung:

Technical Engagement Network (TEN) Lab Manager

Location: Arlington, VA

Active Secret Clearance Required

Node is supporting a U.S. Government customer to provide onsite incident response to civilian Government agencies and critical asset owners who experience cyber‑attacks. The laboratory supports the investigation, characterization, mitigation, and restoration of services. This role is part of the IT support services desk in the customer environment, supporting analysts and ensuring business continuity of the customer mission.

Responsibilities

Serve as the first–level Help Desk for the TEN Lab’s systems and accounts
Assist new user setup of equipment, accounts and tools
Respond to user requests via email, walk‑ins, phone calls or other communication means in a timely manner
Create and maintain accurate tickets for Help Desk activities
Work with Asset Management to support accurate records and maintain a good accounting of assets
Support the implementation of new technologies and equipment in the lab environment
Provide support to lab staff in provisioning and issuing equipment to end users, as well as maintaining inventory database
Provide support for systems administration tasks such as patching, updating and maintaining network infrastructure
Advise and provide insight on development of lab standard operating procedures (SOPs) and policies
Provide support for VPN or Virtual Desktop Infrastructure (e.g., Citrix) to users
Provide support for MacOS and iOS to users
Provide troubleshooting and triaging assistance for basic to intermediate technical challenges and user issues
Assist in the management of user accounts and resetting credentials
Maintain and operate customer SAN NetApp data storage area and capabilities using shell and NetApp ONTAP following customer direction and guidance
Examine and identify efficiencies that can be made to existing procedures, with approval from the customer

Required Skills

U.S. Citizenship
Active DoD Secret clearance (TS/SCI preferred)
Ability to obtain DHS Suitability
5+ years of directly relevant experience
3+ years of directly relevant experience in IT Helpdesk support
3+ years of MacOS and iOS experience
Good problem‑solving skills
Collaboration across physical locations
Proficiency in asset management practices and principles
Help Desk ticket processing and procedures
Good customer support
Detailed note‑keeping

Desired Skills

Experience with writing technical procedures and standard operating procedures
Virtualization automation and optimization
Experience with Virtual Private Networks (VPN)
Experience with virtual desktops (Citrix, VMWare)

Required Education

BS in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 7+ years directly relevant experience.