IT Helpdesk Analyst

Nightwing; Arlington (VA); Hybride; USD 55 000 - 106 000; Plein temps

Avantages offerts par ce poste

Medical insurance

401k plan

PTO & Holidays

Résumé du poste

Nightwing in Arlington, VA is seeking an IT Helpdesk Analyst to join the TEN Lab support desk. You will be the first point of contact for users, handle account setups, tickets, and basic systems administration to keep mission-critical lab operations running.

The role requires DoD security clearance, MacOS/iOS support experience, and a collaborative approach across locations. You will work with VPN, Citrix, and NetApp storage to resolve issues and maintain asset inventories.

Qualifications

• U.S. Citizenship required; active DoD Secret clearance; DHS suitability.
• 3+ years of directly relevant IT Helpdesk experience.
• 1+ years MacOS and iOS experience.
• Strong problem-solving and collaboration across locations.

Responsabilités

• 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 and assist with asset management.
• Provide support for VPN/virtual desktops (Citrix/VMware) and MacOS/iOS users.
• Maintain and operate SAN NetApp storage and perform basic admin tasks as directed.

Connaissances

Help Desk

Customer support

Ticketing

Collaboration

Formation

BS Computer Science

Outils

VPN

Citrix

VMware

NetApp ONTAP

Description du poste

## IT Helpdesk AnalystApplylocations: Arlington, VAtime type: Full timeposted on: Posted Todayjob requisition id: JR101940Nightwing 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 infrastructureSupport 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.*