Description:
Solutions³ LLC is supporting a U.S. Government customer provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services.
Solutions³ LLC is 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.
Salary Range: $56,000 - $66,000
Location: Arlington, VA
Job Type: Onsite
Eligibility:
- Must be a US Citizen
- Must have an active Secret clearance, TS/SCI is preferred
- Must be able to obtain DHS Suitability prior to starting employment
- 3+ years of directly relevant experience in IT Helpdesk support
- 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.
- 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
- 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).
- CompTIA Security+
Skills Required
- U.S. citizenship
- Active Secret security clearance
- TS/SCI clearance
- DHS Suitability approval before starting employment
- 3+ years of directly relevant IT help desk support experience
- 3+ years of MacOS and iOS experience
- Bachelor's degree in Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering, or a related field
- High school diploma and 3+ years of directly relevant experience as an alternative to a bachelor's degree
- Asset management practices and principles
- Help desk ticket processing and procedures
- Customer support capability
- Ability to maintain detailed notes
- Problem-solving skills
- Ability to collaborate across physical locations
- Technical procedure and SOP writing experience
- Virtualization automation and optimization experience
- VPN experience
- Citrix or VMware virtual desktop experience
- CompTIA Security+ certification
What We Do
Who We Are: Solutions³ is an award-winning consulting and training organization, providing full lifecycle IT Management solutions built on industry best practices. Our complete solution includes innovation, thought leadership, and market-leading applications, implemented by a highly qualified team. This collaborative methodology results in projects that are clearly defined and understood, and support our clients’ business objectives. What We Do: Solutions³ focuses on the architecture, implementation, and training of each solution we provide. Our unique training, led by instructors who are also practitioners, brings valuable experience into the classroom. Our three-dimensional approach of people, process, and technology, combined with partner expertise, ensures that all aspects of the solution function effectively. We provide custom training to equip people with the knowledge and hands-on experience to manage their IT solutions, we enable business improvement with ITIL-based processes and best-of-breed technology, and our strong partner ecosystem allows us to address a broader range of IT needs. Within our expertise areas, we provide assessments, component design, implementation plans, test plans, application deployment and integration, process and policy definition, knowledge transfer, custom end-user training, and ongoing operation and maintenance. These expertise areas include: - Cybersecurity Training & Governance - IT Service Management (Service Desk & ITIL®) - IT Operations Management - Critical Notification Systems - Project Management - Staff Augmentation
