Lab Manager I
About The Position
Solutions³ LLC is seeking a Technical Engagement Network (TEN) Lab Manager to support a U.S. Government customer’s IT support services desk. The role supports analysts and business continuity of the customer mission in an onsite lab environment in Arlington, Virginia. Contract personnel support onsite incident response for civilian Government agencies and critical asset owners experiencing cyber-attacks by investigating breaches, developing mitigation plans, and assisting with service restoration. The Lab Manager provides first-level help desk support for TEN Lab systems and accounts, assists with equipment and account setup, responds to user requests, and maintains ticket and asset records. The role also supports equipment provisioning and inventory, implementation of lab technologies, system administration tasks, VPN and virtual desktop support, MacOS and iOS users, and customer SAN NetApp storage operations under customer direction. The position advises on lab procedures and policies and identifies possible procedural efficiencies for customer approval. The salary range is $56,000–$66,000. The role is onsite in Arlington, VA. Candidates must be U.S. citizens, hold an active Secret clearance, and be able to obtain DHS Suitability before starting. A TS/SCI clearance is preferred.
Requirements
- Must be a U.S. citizen.
- Must have an active Secret clearance.
- Must be able to obtain DHS Suitability before starting employment.
- At least 3 years of directly relevant IT Help Desk support experience.
- At least 3 years of MacOS and iOS experience.
- Good problem-solving skills.
- Ability to work collaboratively across physical locations.
- Proficiency in asset management practices and principles.
- Proficiency in Help Desk ticket processing and procedures.
- Good customer support skills.
- Ability to keep detailed notes.
- Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or a related degree; alternatively, a high school diploma and at least 3 years of directly relevant experience.
Nice To Haves
- TS/SCI clearance is preferred.
- Experience writing technical procedures and standard operating procedures.
- Experience with virtualization automation and optimization.
- Experience with virtual private networks (VPN).
- Experience with virtual desktops such as Citrix or VMWare.
- CompTIA Security+ certification.
Responsibilities
- Serve as the first-level Help Desk for the TEN Lab’s systems and accounts.
- Assist with setup of new users’ equipment, accounts, and tools.
- Respond to user requests through email, walk-ins, phone calls, or other communication methods in a timely manner.
- Create and maintain accurate tickets for Help Desk activities.
- Work with Asset Management to support accurate records and accounting of assets.
- Support implementation of new technologies and equipment in the lab environment.
- Support lab staff with provisioning and issuing equipment to end users and maintaining the inventory database.
- Support systems administration tasks, including patching, updating, and maintaining network infrastructure.
- Advise and provide insight on development of lab standard operating procedures (SOPs) and policies.
- Provide user support for VPN or virtual desktop infrastructure such as Citrix.
- Provide MacOS and iOS user support.
- Troubleshoot and triage basic to intermediate technical challenges and user issues.
- Assist with managing user accounts and resetting credentials.
- Maintain and operate the customer SAN NetApp data storage area and capabilities using shell and NetApp ONTAP, following customer direction and guidance.
- Identify potential efficiencies in existing procedures, subject to customer approval.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
