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 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 “SimpleSecureSpeed” 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