Lab Manager I

Arsiem • Arlington, VA

11d • Onsite

About The Position

ARSIEM Corporation is seeking a Technical Engagement Network (TEN) Lab Manager to join the IT support services desk in a customer environment supporting analysts and the continuity of the customer’s mission. The role provides customer service and IT support operations for a government client in Arlington, Virginia. The Lab Manager supports end users, lab systems and accounts, equipment and inventory, network infrastructure, and customer data storage, while contributing to lab procedures and technology implementation.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or a related field; or a high school diploma and at least 3 years of directly relevant experience.
• 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 and proven capability in asset management practices and principles.
• Proficiency and proven capability in Help Desk ticket processing and procedures.
• Good customer support skills.
• Ability to keep detailed notes.
• Must have an active Secret clearance and be able to obtain a TS/SCI clearance.
• Must be able to obtain DHS Suitability.

Nice To Haves

• 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.

Responsibilities

• Serve as the first-level Help Desk for TEN Lab 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 Help Desk tickets.
• Work with Asset Management to support accurate records and accountability for 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.
• Provide systems administration support, including patching, updating, and maintaining network infrastructure.
• Advise and provide insight on development of lab standard operating procedures and policies.
• Support users with Virtual Private Network (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 in managing user accounts and resetting credentials.
• Maintain and operate customer SAN NetApp data storage and capabilities using shell and NetApp ONTAP, following customer direction and guidance.
• Examine existing procedures for potential efficiencies, subject to customer approval.

Benefits

• A $3,500 candidate referral bonus is offered to eligible referrers for a referred applicant placed within 12 months of referral; it is paid after the referred employee reaches 6 months of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level