IT Support Services

Responsibilities

• Serve as the first level Help Desk for the TEN Lab’s systems and accounts
• Aid in 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
• 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 systems administration tasks such as patching, updating, and maintaining network infrastructure
• 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

Requirements

• U.S. Citizenship
• Active DoD Secret clearance, TS/SCI clearance preferred
• Ability 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
• Able to work collaboratively across physical locations

Qualifications

• BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 7+ years of directly relevant experience
• Desired Certifications: Security+, Syndeo: ESS-3612