Technical Engagement Network (TEN) Lab Manager

Business Computers Management Consulting Group Llc; Arlington (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Employer paid medical, dental & vision

Employer paid life insurance & STD/LTD

401k with match & profit sharing

FSA for dependent and health care

11 holidays & 3 weeks annual leave

Job summary

BCMC is seeking a TEN Lab Manager to support on-site incident response and IT operations for a U.S. Government customer in Arlington. You will act as the first line Help Desk for TEN Lab systems, assist with user setups, tickets, and asset management, and help implement new technologies in the lab.

Strong collaboration across locations and 5+ years in IT are required. Candidate should have MacOS/iOS experience, Lab SOP development, VPN/VDI support, and a DoD security clearance.

Qualifications

• U.S. citizenship and ability to obtain DHS suitability.
• Active DoD Secret clearance required; TS/SCI preferred.
• 5+ years of directly relevant IT/Helpdesk experience.
• 3+ years of MacOS and iOS support experience.
• Strong written and verbal communication; solid problem solving.

Responsibilities

• Serve as first level Help Desk for TEN Lab systems and accounts.
• Assist user setup, requests via email/walk-ins/phone.
• Maintain accurate tickets and asset records.
• Support lab techs with provisioning equipment and inventory.
• Perform patching and network administration tasks.
• Develop and follow lab SOPs and policies.

Skills

Help desk support

MacOS support

iOS support

Customer service

Collaboration across locations

Ticketing & ITSM

Asset management

VPN/VDI support

Education

BS Computer Science/related

HS Diploma + 7 years relevant exp

Tools

NetApp ONTAP

Citrix

VMware

VPN

Shell scripting

Job description

BCMC 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. We are 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 provisioning and issuing equipment to end users, as well as maintaining inventory database
• Perform 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 of experience in MacOS and iOS
• 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

• Security+

Benefits

• Extremely competitive salary
• 95% employer paid for employee medical, dental, & vision coverages
• 100% employer paid for employee life, STD & LTD disability coverages
• 401k with company match and profit sharing
• Flexible Spending Account (FSA) for dependent & health care
• 11 standard holidays & 3 weeks of annual leave

ESS-3612 Lab Manager - III - LMG03