Lab Manager I

Arsiem•Arlington, VA

28d•Onsite

About The Position

ARSIEM is looking for a Technical Engagement Network (TEN) Lab Manager with 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. This position will support one of our Government clients in Arlington, VA.

Requirements

BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of directly relevant experience.
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 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 with writing technical procedures and standard operating procedures
Virtualization automation and optimization
Experience with Virtual Private Networks (VPN)
Experience with virtual desktops (Citrix, VMWare)

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
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.