Cyber Lab IT Support Lead & Help Desk

Nightwing Intelligence Solutions, LLC; Sterling (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Nightwing Intelligence Solutions, LLC is seeking a TEN Lab Manager to serve as the frontline Help Desk for the lab, supporting analysts and ensuring continuous mission operations. You will configure new user accounts and equipment, manage tickets, assist with lab SOPs, and help deploy VPN/VDI and lab systems.

Strong customer service across multiple locations and experience with MacOS/iOS is required. BS in CS or related field (or HS diploma with 7+ years of relevant experience) plus 5+ years in

Qualifications

• U.S. Citizenship and active DoD Secret clearance required (TS/SCI preferred).
• 5+ years of directly relevant IT experience and 3+ years Help Desk experience.
• 3+ years MacOS and iOS experience; strong problem-solving and collaboration skills.
• Ability to work across physical locations and maintain detailed notes.

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.
• Support implementation of new technologies and equipment in the lab environment.
• Provide support for VPN or VDI (Citrix/VMware) to users.
• Provide support for MacOS and iOS to users.
• Maintain and operate customer SAN NetApp data storage using NetApp ONTAP.
• Examine and identify efficiencies to improve existing procedures with customer approval.

Skills

Help Desk support

MacOS

iOS

Customer support

Asset management

Ticketing

VPN

Citrix

Education

BS in Computer Science / related field

HS Diploma + 7+ years experience

Tools

Citrix

VMware

NetApp ONTAP

Shell

Job description

Nightwing Intelligence Solutions, LLC is seeking a TEN Lab Manager to serve as the frontline Help Desk for the lab, supporting analysts and ensuring continuous mission operations. You will configure new user accounts and equipment, manage tickets, assist with lab SOPs, and help deploy VPN/VDI and lab systems.

Strong customer service across multiple locations and experience with MacOS/iOS is required. BS in CS or related field (or HS diploma with 7+ years of relevant experience) plus 5+ years in