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.

Requirements

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+

Benefits

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

• Medical
• Dental
• Vision
• Basic Life
• Long-Term Disability
• Health Saving Account
• 401K
• Three weeks of PTO
• 10 Paid Holidays
• Pre-Approved Online Training