IT Support Services

Nightwing; Arlington (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk in the customer environment. You will act as the first level Help Desk for the TEN Lab’s systems, assist with user setup, respond to requests, and manage tickets and assets to ensure mission continuity.

The role requires U.S. Citizenship and an active DoD Secret clearance (TS/SCI preferred) and 5+ years of relevant IT/Helpdesk experience, including MacOS and iOS support.

Qualifications

• U.S. Citizenship is required.
• Active DoD Secret clearance (TS/SCI preferred) and ability to obtain DHS Suitability.
• 5+ years of directly relevant experience in IT environments.
• 3+ years IT Helpdesk support.
• 3+ years MacOS and iOS experience.
• Strong problem solving and collaboration across locations.
• Experience in asset management, ticketing, and user support procedures.

Responsibilities

• Serve as the first level Help Desk for TEN Lab systems and accounts.
• Assist new user setup of equipment, accounts and tools.
• Respond to user requests via email, walk-ins, phone calls or other channels.
• Create and maintain accurate Tickets for Help Desk activities.
• Support asset management and inventory records.
• Assist with deployment of new technologies in the lab.
• Provide systems administration support including patching and network maintenance.
• Develop and refine lab SOPs and policies.
• Support VPN or VDI (Citrix) access for users.
• Provide MacOS and iOS support.
• Troubleshoot and triage technical issues.
• Manage user accounts and credentials resets.
• Operate NetApp storage per customer direction.
• Identify efficiencies in procedures with customer approval.

Skills

U.S. Citizenship

Active DoD clearance

DHS suitability

5+ years experience

IT Helpdesk experience

MacOS & iOS

Problem solving

Collaborative across locations

Asset management

Help Desk ticketing

Customer support

Attention to detail

Education

BS Computer Science / Computer Engineering / Computer Information Systems / Computer Systems Engineering or related degree

HS Diploma + 7+ years of relevant experience

Tools

NetApp ONTAP

Shell/Unix

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 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
• 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
• 5+ years of directly relevant experience
• 3+ years of directly relevant experience in IT Helpdesk support.
• 3+ 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

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 7+ years of directly relevant experience.

Desired Certifications

• SecuritySyndeo: ESS-3612

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.