Technical Engagement Network (TEN) Lab Manager

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+

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 the~RIGHT PEOPLE~and developing them to their full capabilities

Our customer’s “Mission” is our “Mission”. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner

We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence

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

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