IT Support Services
On-siteArlington, Virginia, United States
Job Summary
Serve as the first-level Help Desk for the TEN Lab's systems and accounts, responding to user requests via email, walk-ins, phone, or other channels while creating and maintaining accurate tickets. Assist with new user setup, equipment provisioning, and issuing tools, then manage user accounts and credential resets. Support systems administration tasks including patching, updating, and maintaining network infrastructure, and operate the customer SAN NetApp data storage area using shell and ONTAP. Provide troubleshooting for basic to intermediate technical challenges, specifically for MacOS, iOS, VPN, and Virtual Desktop Infrastructure. Advise on developing lab standard operating procedures and policies, while examining existing procedures to identify efficiencies with customer approval. Maintain accurate asset records and inventory databases.
Required Qualifications
- U.S. Citizenship
- Must have an active DoD Secret clearance
- 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
- Ability to keep detailed notes
- Must be able to work collaboratively across physical locations
- Asset management practices and principles
- Help Desk ticket processing and procedures
- Good Customer support
- BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree
- HS Diploma and 7+ years of directly relevant experience
Desired Qualifications
- TS/SCI clearance is preferred
- 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)
- Security+ Syndeo: ESS-3612
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