Technical Engagement Network (TEN) Lab Manager

Node.Digital

Virginia (MN)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Basic Life Insurance

Long-Term Disability

Health Savings Account

401K

PTO

Holidays

Online Training

Job summary

Node. Digital seeks a TEN Lab Manager to lead IT support operations in the TEN Lab environment for a government client. You will act as the first level Help Desk, manage user accounts, provisioning, and asset records, and assist with new technologies in the lab.

You will work across locations to support lab staff, provide MacOS/iOS support, VPN/VDI access, and contribute to lab SOPs with a focus on security and reliable service delivery.

Qualifications

U.S. Citizenship required as part of government role.
Must maintain an active DoD Secret clearance; TS/SCI preferred.
DHS suitability clearance required or able to obtain.

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 an inventory of assets.
Support implementation of new technologies and equipment in the lab environment.
Provide support for provisioning and issuing equipment and maintaining inventory databases.
Perform systems administration tasks such as patching, updating, and maintaining network infrastructure.
Advise on development of lab SOPs and policies.
Provide VPN or VDI support to users (e.g., Citrix).
Provide MacOS and iOS support to users.
Troubleshoot and triage basic to intermediate technical issues.
Assist in managing user accounts and credentials.

Skills

US Citizenship

Secret clearance

DHS Suitability

Helpdesk experience

MacOS/iOS experience

Problem solving

Collaboration across locations

Asset management

Ticketing systems

Customer support

Detail oriented

Documentation skills

Education

BS in computer science / related field

HS Diploma + 7+ years experience

Tools

VPN

Citrix

VMware

Virtualization automation

Job description

Technical Engagement Network (TEN) Lab Manager

Location: Arlington, VA

Must have an active Secret Clearance

Node 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 of the severity of breaches, develop mitigation plans, and assist with the restoration of services.
Node 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
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.

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

Must be able to work collaboratively across physical locations

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+

Company Overview:

Node. Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.

Our Core Values help us in our mission. They include:

OUR CORE VALUES

Identifying theRIGHT PEOPLEand developing them to their full capabilities

Our customer’s “Mission” is our “Mission”. OurMISSION FIRSTapproach is designed to keep our customers fully engaged while becoming their trusted partner

We believe inSIMPLIFYINGcomplex problems with a relentless focus on agile delivery excellence

Our mantra is “Simple*Secure*Speed” in the delivery of innovative services and solutions

We are proud to offer competitive compensation and benefits packages to include: