Technical Engagement Network (TEN) Lab Manager

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
• 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 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
• 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

• 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

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)

Education

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

Company Overview

Node. Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact. Our Core Values help us in our mission. They include:

• Identifying the:RIGHT PEOPLE:and developing them to their full capabilities
• Our customer's "Mission" is our "Mission". Our:MISSION FIRST:approach is designed to keep our customers fully engaged while becoming their trusted partner
• We believe in:SIMPLIFYING:complex problems with a relentless focus on agile delivery excellence
• Our mantra is ":Simple*Secure*Speed:" in the delivery of innovative services and solutions

Benefits

• Medical
• Dental
• Vision
• Basic Life
• Long-Term Disability
• Health Saving Account
• 401K
• Three weeks of PTO
• Ten Paid Holidays
• Pre-Approved Online Training