IT Helpdesk Analyst

Nightwing; Arlington (VA); On-site; USD 55,000 - 106,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401k plan

Paid time off

Holidays

Additional insurances

Job summary

Nightwing is seeking a TEN Lab Manager to join the IT support desk in a government-facing environment. The role requires handling first-level Help Desk tasks, user account provisioning, and equipment provisioning in a lab setting, with emphasis on security clearances and policy compliance.

The successful candidate will support MacOS/iOS environments, VPN/VDI access, and NetApp storage, while coordinating across multiple physical locations to ensure smooth operation of lab services and IT assets.

Qualifications

• 3+ years of directly relevant IT experience.
• 1+ years IT Helpdesk support experience.
• Active DoD Secret clearance; TS/SCI preferred.
• US Citizenship required; able to obtain DHS Suitability.
• Strong problem solving and cross-location collaboration.

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 the lab in provisioning equipment and maintaining inventory.
• Provide support for systems administration tasks such as patching and network maintenance.
• Maintain NetApp data storage following customer direction and guidance.
• Advise on lab SOPs and policies; support VPN/VDI users.
• Provide MacOS and iOS support to users.

Skills

3+ years IT experience

Helpdesk experience

MacOS & iOS experience

Problem solving

Cross-location collaboration

Education

BS Computer Science or related

HS Diploma + 3+ years experience

Tools

NetApp ONTAP

VPN

Citrix

VMware

Job description

Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers’ most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.

Nightwing is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager with experience in customer service and IT support operations to be a member of the IT support services desk in the customer environment supporting analysts and 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 as needed to lab staff in the tasks of 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

Support the implementation of new technologies and equipment in the lab environment.

• Advises and provides insight on development of lab standard operating procedures (SOPs) and policies.

• Provide support for Virtual Private Network (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

• Must have an active DoD Secret clearance, TS/SCI clearance is preferred

• Must be able to obtain DHS Suitability

• 3+ years of directly relevant experience

• 1+ years of directly relevant experience in IT Helpdesk support.

• 1+ years MacOS and iOS experience.

• Good problem solving skills

• Must be able to work collaboratively across physical locations.

• Proficiency and proven capability in the following areas:

• Asset management practices and principles

• Help Desk ticket processing and procedures

• Good Customer support

• Ability to keep detailed notes

• Must be able to work collaboratively across physical locations

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 Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of directly relevant experience.

Desired Certifications:

• Security Salary & Benefits

The salary associated with this position ($55,000-$106,000) is commensurate with the selected candidate’s qualifications, years of relevant experience, and demonstrated level of expertise. Compensation will be determined based on these factors to ensure alignment with skills, responsibilities, and market standards.

Nightwing offers medical, vision and dental insurance coverage in addition to a 401k plan, PTO, Holidays, and additional insurances.

Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.