Lab Manager I

ARSIEM Corporation; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Job summary

ARSIEM Corporation in Arlington, VA seeks a Technical Engagement Network (TEN) Lab Manager to lead IT support and lab operations for a government client. The role focuses on first-level Help Desk support, user provisioning, and asset management across the TEN Lab environment.

Responsibilities include systems administration, VPN and VDI support (Citrix/VMware), MacOS and iOS assistance, and credential management. Active security clearances are preferred for this role.

Qualifications

• BS in computer-related field or HS diploma with relevant experience.
• 5+ years of directly relevant IT/Help Desk experience.
• 3+ years MacOS and iOS support experience.
• Ability to work across multiple locations and teams.
• Strong problem solving and customer support skills.
• Proficient in asset management, ticketing, and SOP development.

Responsibilities

• Serve as the first level Help Desk for the 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 means.
• Create and maintain accurate tickets for Help Desk activities.
• Maintain asset records and inventory in coordination with Asset Management.
• Provide systems admin support including patching and network maintenance.
• Support VPN or Virtual Desktop Infrastructure access for users.
• Provide MacOS and iOS support to users.
• Troubleshoot and triage basic to intermediate issues.
• Manage user accounts and credential resets.
• Operate NetApp storage following customer guidance.
• Identify process improvements with customer approval.

Skills

Customer service

IT support

Help desk

Collaboration across locations

Problem solving

Detailed note-taking

Education

BS Computer Science/Engineering/IS/Systems

HS Diploma + 3+ years relevant experience

Tools

Citrix

VMware

VPN

NetApp ONTAP

MacOS/iOS support

Job description

About ARSIEM Corporation At ARSIEM Corporation we are committed to fostering a proven and trusted partnership with our government clients. We provide support to multiple agencies across the United States Government. ARSIEM has an experienced workforce of qualified professionals committed to providing the best possible support.

ARSIEM is looking for a Technical Engagement Network (TEN) Lab Manager with 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. This position will support one of our Government clients in Arlington, VA.

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
• 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.

Minimum Qualifications

• BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of directly relevant experience.
• 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

Preferred Qualifications

• 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)
• Security+

Clearance Requirement

Must have an active Secret clearance and be able to obtain a TS/SCI clearance. Must be able to obtain DHS Suitability.

Equal Opportunity Employer

ARSIEM is proud to be an Equal Opportunity and Affiliation. 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.