IT Helpdesk Analyst

Nightwing Intelligence Solutions, LLC; Sterling (VA); On-site; USD 55,000 - 106,000; Full time

Benefits offered by this job

Medical insurance

Vision insurance

Dental insurance

401k

PTO

Job summary

Nightwing Intelligence Solutions, LLC is seeking a TEN Lab Manager with strong IT support to provide first-line Help Desk service and hands-on lab administration. You will assist with new user setups, equipment provisioning, ticketing, and asset management across the TEN Lab environment.

The role requires U.S. citizenship and an active DoD Secret clearance, with DHS suitability preferred. Salary ranges reflect market levels for security-focused IT support roles in the Virginia area.

Qualifications

• U.S. citizenship and an active DoD clearance are required.
• Experience in IT helpdesk support and lab environment operations.
• Strong problem solving and cross-location collaboration skills.

Responsibilities

• Serve as first level Help Desk for TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts, and tools.
• Respond to user requests via multiple channels in a timely manner.
• Create and maintain accurate Help Desk tickets and asset records.
• Support network infrastructure patching and lab SOP development.

Skills

U.S. Citizenship

Active DoD Secret clearance

DHS Suitability

IT Helpdesk support

MacOS & iOS support

Asset management

Ticketing systems

Lab support coordination

Education

BS Computer Science/Engineering/related

HS Diploma + 3+ years relevant 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 skillsMust 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.

Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation's most mission impactful initiatives.

When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission.

For over four decades, our team has been providing some of the world's most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.

At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.