Lab Manager I

ARSIEM is looking for 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 the business continuity of the customer's mission. This position will support one of our Government clients in Arlington, VA.

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

  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.
• 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.

Minimum Qualifications

• BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ 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

Preferred Qualifications

• 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+