Technical Engagement Network (TEN) Lab Manager

BCMC is supporting a U.S. Government customer to provide onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, offering immediate investigation and resolution. Contract personnel perform investigations to characterize the severity of breaches, develop mitigation plans, and assist with the restoration of services.

About the role

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.

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 provisioning and issuing equipment to end users, as well as maintaining the inventory database
• Provide support for systems administration tasks such as patching, updating, and maintaining network infrastructure
• Advise and provide insight on the 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

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 of 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
  • Customer support
  • Ability to keep detailed notes

Qualifications

• BS in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or related degree; or HS Diploma and 7+ years of directly relevant experience

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

• Security+

Benefits

• Extremely competitive salary
• 95% employer-paid employee medical, dental, & vision coverages
• 100% employer-paid employee life, STD & LTD disability coverages
• 401k with company match and profit sharing
• Flexible Spending Account (FSA) for dependent & health care
• 11 standard holidays & 3 weeks of annual leave