Lab Manager I

Title: Lab Manager I

Description: 

Solutions³ LLC is supporting a U.S. Government customer 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.

Solutions³ LLC is 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.

Salary Range: $56,000 - $66,000
Location: Arlington, VA
Job Type: Onsite

Eligibility: 

• Must be a US Citizen 
• Must have an active Secret clearance, TS/SCI is preferred  
• Must be able to obtain DHS Suitability prior to starting employment  
• 3+ years of directly relevant experience in IT Helpdesk support

Responsibilities Include: 

• 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.

Required Skills: 

• 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

Desired Skills:  

• 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).

Desired Certifications:  

• CompTIA Security+

Required Education: Bachelor’s degree in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or related degree; or High School Diploma and 3+ years of directly relevant experience.