Lab IT Operations Lead - Help Desk & Asset Management

NewGen Technologies; Arlington (VA); On-site; USD 85,000 - 110,000; Full time

Job summary

NewGen Technologies is seeking a Technical Engagement Network (TEN) Lab Manager in Arlington, VA to support onsite incident response for a civilian government environment. You will manage the TEN Lab operations, act as the first level Help Desk, and assist with asset management and lab infrastructure tasks.

Ideal candidates have 3+ years of IT Helpdesk experience, MacOS/iOS support, and strong customer service skills.

Qualifications

• U.S. Citizenship
• Active DoD Secret Clearance, TS/SCI preferred
• Must be able to obtain DHS Suitability
• BS in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of directly relevant experience
• 3+ years of directly relevant IT Helpdesk support experience
• 3+ years MacOS and iOS experience
• Good problem solving skills
• Must be able to work collaboratively across physical locations
• Proficiency in asset management practices, help desk ticketing procedures, customer support, and documenting details

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 asset inventory
• Support the implementation of new technologies and equipment in the lab environment
• Provide support for lab staff in provisioning equipment and maintaining inventory
• Provide systems administration support such as patching and network maintenance
• Advise and provide insight on lab SOPs and policies
• Provide VPN/VDI support to users
• Provide MacOS and iOS support to users
• Troubleshoot and triage basic to intermediate technical challenges
• Assist in managing user accounts and credentials
• Maintain and operate NetApp data storage following customer guidance
• Identify efficiencies to improve existing procedures

Skills

Help desk

MacOS

iOS

Customer support

Asset management

Ticketing

Education

BS in CS/CE/CIS

HS Diploma + 3+ years experience

Tools

VPN

Citrix

VMware

NetApp ONTAP

Job description

NewGen Technologies is seeking a Technical Engagement Network (TEN) Lab Manager in Arlington, VA to support onsite incident response for a civilian government environment. You will manage the TEN Lab operations, act as the first level Help Desk, and assist with asset management and lab infrastructure tasks.

Ideal candidates have 3+ years of IT Helpdesk experience, MacOS/iOS support, and strong customer service skills.