Our Partner 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. They 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 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
- Advise and provide 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
Requirements- U.S. Citizenship
- Active DoD Secret Clearance, TS/SCI is preferred
- Must be able to obtain DHS Suitability
- BS 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 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
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)
- Security+
