Lab Manager - I

DigiFlight•Columbia, MD

About The Position

This role serves as the first level Help Desk for the TEN Lab’s systems and accounts, assisting with new user setup of equipment, accounts, and tools. The position involves responding to user requests in a timely manner, creating and maintaining accurate Help Desk tickets, and working with Asset Management to ensure accurate records and inventory of assets. The Lab Manager will also support the implementation of new technologies and equipment, assist lab staff with provisioning and issuing equipment, and maintain the inventory database. Additionally, the role includes systems administration tasks such as patching, updating, and maintaining network infrastructure, as well as providing insights and updates to lab standard operating procedures (SOPs) and Work Instructions. Support will be provided for TEN Accounts, Virtual Private Network (VPN), Virtual Desktop Infrastructure (e.g., Citrix), and MacBooks.

Requirements

U.S. Citizenship
Must have an active DoD Secret clearance, TS/SCI clearance is preferred
Must be able to obtain DHS Suitability
1+ years of directly relevant experience
Experience with multiple operating systems, to include Windows, Linux/Unix & MacOS
Proficiency and proven capability in Asset management practices and principles
Proficiency and proven capability in Help Desk ticket processing and procedures
Proficiency and proven capability in Good Customer support
Ability to keep detailed notes
Must be able to work collaboratively across physical locations

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)
Security+ certification

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
Provide insight and updates to lab standard operating procedures (SOPs) and Work Instructions
Provide support for TEN Accounts, Virtual Private Network (VPN), Virtual Desktop Infrastructure (e.g., Citrix), and MacBook to users