IT Helpdesk Analyst

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

Benefits offered by this job

Medical, vision and dental insurance

401(k) plan

Paid time off

Holidays

Additional insurances

Job summary

Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk, delivering incident response and user assistance in a government-friendly environment.

You will handle ticketing, gear provisioning, asset tracking, and basic systems administration to keep the TEN Lab running smoothly across locations while coordinating with analysts and continuity personnel.

Qualifications

• U.S. citizenship is required and security clearance eligibility is mandatory.
• Minimum 3+ years in IT helpdesk or lab support roles.

Responsibilities

• Serve as the first level Help Desk for the TEN Lab’s systems and accounts.
• Assist with new user setup of equipment, accounts and tools.
• Respond to user requests via multiple channels in a timely manner.
• Create and maintain accurate tickets for Help Desk activities.
• Support asset management and inventory records.
• Assist with provisioning hardware and maintaining lab inventory.
• Provide systems administration support such as patching and network upkeep.

Skills

U.S. Citizenship

DoD Secret clearance

TS/SCI preferred

MacOS experience

iOS experience

Problem solving

Notes/documentation

Cross-location collaboration

Education

BS in CS/CE/CIS/Engineering

HS Diploma + 3+ years relevant experience

Tools

Ticketing systems

Lab/Asset management databases

Patch management tooling

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.

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.