Lab Manager I

About ARSIEM Corporation
At ARSIEM Corporation we are committed to fostering a proven and trusted partnership with our government clients. We provide support to multiple agencies across the United States Government. ARSIEM has an experienced workforce of qualified professionals committed to providing the best possible support.
As demand increases, ARSIEM continues to provide reliable and cutting-edge technical solutions at the best value to our clients. That means a career packed with opportunities to grow and the ability to have an impact on every client you work with. 
ARSIEM is looking for 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 the business continuity of the customer's mission. This position will support one of our Government clients in Arlington, VA.

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 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.

Minimum Qualifications

BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of directly relevant experience. 

3+ years of directly relevant experience in IT Helpdesk support.

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

Must be able to work collaboratively across physical locations

Preferred Qualifications

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)

Security+

Clearance Requirement: Must have an active Secret clearance and be able to obtain a TS/SCI clearance. Must be able to obtain DHS Suitability. Candidate Referral: Do you know someone who would be GREAT at this role? If you do, ARSIEM has a way for you to earn a bonus through our referral program for persons presenting NEW (not in our resume database) candidates who are successfully placed on one of our projects. The bonus for this position is $3,500, and the referrer is eligible to receive the sum for any applicant we place within 12 months of referral. The bonus is paid after the referred employee reaches 6 months of employment. 
ARSIEM is proud to be an Equal Opportunity and 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.