Lab Manager I

Responsibilities

• Serve as the first level Help Desk for the TEN Lab’s systems and accounts
• Aid 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
• Support the implementation of new technologies and equipment in the lab environment
• Advise and provide insight on development of lab standard operating procedures (SOPs) and policies
• Support the Virtual Private Network (VPN) or Virtual Desktop Infrastructure (e.g., Citrix) to users
• Support MacOS and iOS to users
• Provide troubleshooting and triaging assistance for basic to intermediate technical challenges and user issues
• Aid 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

• 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

Qualifications

• Experience with writing technical procedures and standard operating procedures
• Virtualization automation and optimization experience
• Experience with Virtual Private Networks (VPN)
• Experience with virtual desktops (Citrix, VMWare)
• Security+ Clearance Requirement: Must have an active Secret clearance and be able to obtain a TS/SCI clearance. Must be able to obtain DHS Suitability

Benefits

• Candidate Referral Program: $3,500 bonus for successful placement within 12 months of referral

Pay

Compensation is commensurate with experience.

Schedule

Hours are flexible and can be arranged to accommodate the needs of the candidate and the client.