Technical Engagement Network (TEN) Lab Manager

BCMC•Arlington, VA

4d•Onsite

About The Position

BCMC is supporting a U.S. Government customer to 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. We are 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.

Requirements

U.S. Citizenship
Must have an active DoD Secret clearance, TS/SCI clearance is preferred
Must be able to obtain DHS Suitability
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 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)

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
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