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
• Good problem solving skills
• 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
• Provide insight and updates to lab standard operating procedures (SOPs) and Work Instructions
• Provide support for TEN Accounts, Virtual Private Network (VPN), Virtual Desktop Infrastructure (e.g., Citrix), and MacBook to users Required Skills:
• U.S. Citizenship
• Must have an active DoD Secret clearance, TS/SCI clearance is preferred
• Must be able to obtain DHS Suitability
• 1 years of directly experience
• Experience with multiple operating systems, to include Windows, Linux/Unix & MacOS
• 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) Required Education:
BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3 years of directly relevant experience. Desired Certifications:
- Security