Cyber Lab Help Desk Lead - IT Support & Incident Response

Nightwing; Arlington (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk in the customer environment. You will act as the first level Help Desk for the TEN Lab’s systems, assist with user setup, respond to requests, and manage tickets and assets to ensure mission continuity.

The role requires U.S. Citizenship and an active DoD Secret clearance (TS/SCI preferred) and 5+ years of relevant IT/Helpdesk experience, including MacOS and iOS support.

Qualifications

• U.S. Citizenship is required.
• Active DoD Secret clearance (TS/SCI preferred) and ability to obtain DHS Suitability.
• 5+ years of directly relevant experience in IT environments.
• 3+ years IT Helpdesk support.
• 3+ years MacOS and iOS experience.
• Strong problem solving and collaboration across locations.
• Experience in asset management, ticketing, and user support procedures.

Responsibilities

• Serve as the first level Help Desk for TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts and tools.
• Respond to user requests via email, walk-ins, phone calls or other channels.
• Create and maintain accurate Tickets for Help Desk activities.
• Support asset management and inventory records.
• Assist with deployment of new technologies in the lab.
• Provide systems administration support including patching and network maintenance.
• Develop and refine lab SOPs and policies.
• Support VPN or VDI (Citrix) access for users.
• Provide MacOS and iOS support.
• Troubleshoot and triage technical issues.
• Manage user accounts and credentials resets.
• Operate NetApp storage per customer direction.
• Identify efficiencies in procedures with customer approval.

Skills

U.S. Citizenship

Active DoD clearance

DHS suitability

5+ years experience

IT Helpdesk experience

MacOS & iOS

Problem solving

Collaborative across locations

Asset management

Help Desk ticketing

Customer support

Attention to detail

Education

BS Computer Science / Computer Engineering / Computer Information Systems / Computer Systems Engineering or related degree

HS Diploma + 7+ years of relevant experience

Tools

NetApp ONTAP

Shell/Unix

VPN

Citrix

VMware

Job description

Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk in the customer environment. You will act as the first level Help Desk for the TEN Lab’s systems, assist with user setup, respond to requests, and manage tickets and assets to ensure mission continuity.

The role requires U.S. Citizenship and an active DoD Secret clearance (TS/SCI preferred) and 5+ years of relevant IT/Helpdesk experience, including MacOS and iOS support.