IT Support Services

Nightwing Intelligence Solutions, LLC; Sterling (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

Nightwing Intelligence Solutions, LLC is seeking a TEN Lab Manager to serve as the frontline Help Desk for the lab, supporting analysts and ensuring continuous mission operations. You will configure new user accounts and equipment, manage tickets, assist with lab SOPs, and help deploy VPN/VDI and lab systems.

Strong customer service across multiple locations and experience with MacOS/iOS is required. BS in CS or related field (or HS diploma with 7+ years of relevant experience) plus 5+ years in

Qualifications

• U.S. Citizenship and active DoD Secret clearance required (TS/SCI preferred).
• 5+ years of directly relevant IT experience and 3+ years Help Desk experience.
• 3+ years MacOS and iOS experience; strong problem-solving and collaboration skills.
• Ability to work across physical locations and maintain detailed notes.

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 implementation of new technologies and equipment in the lab environment.
• Provide support for VPN or VDI (Citrix/VMware) to users.
• Provide support for MacOS and iOS to users.
• Maintain and operate customer SAN NetApp data storage using NetApp ONTAP.
• Examine and identify efficiencies to improve existing procedures with customer approval.

Skills

Help Desk support

MacOS

iOS

Customer support

Asset management

Ticketing

VPN

Citrix

Education

BS in Computer Science / related field

HS Diploma + 7+ years experience

Tools

Citrix

VMware

NetApp ONTAP

Shell

Job description

Nightwing is supporting a U.S. Government customer to provide onsite incident response to civilian Government agencies and critical asset owners who experience cyber‑attacks. Contract personnel perform investigations to characterize breach severity, develop mitigation plans, and assist with restoration of services. Nightwing is seeking a Technical Engagement Network (TEN) Lab Manager with experience in customer service and IT support operations who will join the IT support services desk in the customer environment to support 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 implementation of new technologies and equipment in the lab environment
• Provide support to lab staff for provisioning and issuing equipment to end users, and maintain inventory database
• Provide support for system administration tasks such as patching, updating, and maintaining network infrastructure
• Advises and provide 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 customer approval

Required Skills

• U.S. Citizenship
• Active DoD Secret clearance (TS/SCI preferred)
• Ability 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
• Ability to work collaboratively across physical locations
• Proficiency in asset management practices and principles
• Proficiency in Help Desk ticket processing and procedures
• Strong customer support skills
• 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 in 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

• Security+
• Syndeo: 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.