Technical Lab Manager - IT Helpdesk & Lab Ops

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

Benefits offered by this job

Referral program bonus $3,500

Equal Opportunity Employer

Job summary

ARSIEM Corporation in Arlington, VA is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk supporting analysts and business continuity of the government mission.

The role will serve as the first level Help Desk, assist equipment provisioning, manage user accounts, and provide MacOS/iOS and VPN/Citrix support while maintaining lab SOPs and lab infrastructure. Clearances and cross-location collaboration are key.

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 in asset management practices and principles
• Help Desk ticket processing and procedures
• Good customer support
• Ability to keep 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.
• 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.

Skills

MacOS

iOS

Help Desk

Customer support

Problem solving

Collaboration

Asset management

Education

BS in CS/CE/CIS or related

High School Diploma + 3+ years experience

Tools

VPN

Citrix

VMWare

Job description

ARSIEM Corporation in Arlington, VA is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk supporting analysts and business continuity of the government mission.

The role will serve as the first level Help Desk, assist equipment provisioning, manage user accounts, and provide MacOS/iOS and VPN/Citrix support while maintaining lab SOPs and lab infrastructure. Clearances and cross-location collaboration are key.