Help Desk Analyst

Technical Engagement Network (TEN) Lab ManagerNightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.Nightwing is supporting a U.S. Government customer to 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 the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing 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.Responsibilities:Serve as the first level Help Desk for the TEN Lab's systems and accountsAssist new user setup of equipment, accounts and toolsRespond to user requests via email, walk-ins, phone calls or other communication means in a timely mannerCreate and maintain accurate Tickets for Help Desk activitiesWork with Asset Management to support accurate records and maintain a good accounting of assetsSupport the implementation of new technologies and equipment in the lab environmentProvide support as needed to lab staff in the tasks of provisioning and issuing equipment to end users, as well as maintaining inventory databaseProvide support for systems administration tasks such as patching, updating, and maintaining network infrastructureAdvises and provides insight on development of lab standard operating procedures (SOPs) and policiesProvide support for Virtual Private Network (VPN) or Virtual Desktop Infrastructure (e.g., Citrix) to usersProvide support for MacOS and iOS to usersProvide troubleshooting and triaging assistance for basic to intermediate technical challenges and user issuesAssist in the management of user accounts and resetting credentialsMaintain and operate customer SAN NetApp data storage area and capabilities using shell and NetApp ONTAP following customer direction and guidanceExamine and identify efficiencies that can be made to existing procedures, with approval from the customerRequired Skills:U.S. CitizenshipMust have an active DoD Secret clearance, TS/SCI clearance is preferredMust be able to obtain DHS Suitability3+ years of directly relevant experience1+ years of directly relevant experience in IT Helpdesk support.1+ years MacOS and iOS experience.Good problem solving skillsMust be able to work collaboratively across physical locations.Proficiency and proven capability in the following areas:Asset management practices and principlesHelp Desk ticket processing and proceduresGood Customer supportAbility to keep detailed notesMust be able to work collaboratively across physical locationsDesired Skills:Experience with writing technical procedures and standard operating proceduresVirtualization automation and optimizationExperience 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+Salary & Benefits:The salary associated with this position ($55,000-$106,000) is commensurate with the selected candidate's qualifications, years of relevant experience, and demonstrated level of expertise. Compensation will be determined based on these factors to ensure alignment with skills, responsibilities, and market standards.Nightwing offers medical, vision and dental insurance coverage in addition to a 401k plan, PTO, Holidays, and additional insurances.Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.