About the role
Title: Lab Manager I
Description:
Solutions³ LLC is supporting a U.S. Government customer 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.
Solutions³ LLC 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.
Salary Range: $56,000 - $66,000 Location: Arlington, VA Job Type: Onsite
Eligibility: * Must be a US Citizen * Must have an active Secret clearance, TS/SCI is preferred * Must be able to obtain DHS Suitability prior to starting employment * 3+ years of directly relevant experience in IT Helpdesk support
Responsibilities Include: * 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.
Required Skills: * 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).
Desired Certifications: * CompTIA Security+
Required Education: Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or related degree; or High School Diploma and 3+ years of directly relevant experience.