Technical Engagement Network; TEN Lab Manager

Technical Engagement Network (TEN) Lab Manager

Location: Arlington, VA

Active Secret Clearance Required

Node is supporting a U.S. Government customer to provide onsite incident response to civilian Government agencies and critical asset owners who experience cyber‑attacks. The laboratory supports the investigation, characterization, mitigation, and restoration of services. This role is part of the IT support services desk in the customer environment, supporting analysts and ensuring business continuity of the customer mission.

• 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 to lab staff in 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
• Advise and provide insight on development of lab standard operating procedures (SOPs) and policies
• Provide support for 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 Net App data storage area and capabilities using shell and Net App ONTAP following customer direction and guidance
• Examine and identify efficiencies that can be made to existing procedures, with approval from the customer

• U.S. Citizenship
• Active DoD Secret clearance (TS/SCI preferred)
• Ability 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
• Collaboration across physical locations
• Proficiency in asset management practices and principles
• Help Desk ticket processing and procedures
• Good customer support
• Detailed note‑keeping

• 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)

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

• Security+

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