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 provisioning and issuing equipment to end users and 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+ year of directly relevant experience
- Experience with multiple operating systems, including Windows, Linux/Unix & MacOS
- Proficiency and proven capability in 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 SOPs
- Virtualization automation and optimization
- Experience with Virtual Private Networks (VPN)
- Experience with virtual desktops (Citrix, VMWare)
Required Education
BS in 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+