Responsibilities

• Provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. 
• Perform investigations to characterize the severity of breaches, develop mitigation plans, and assist with restoring services. 
• Serve as the first-level Help Desk for the TEN Lab’s systems and accounts.
• Assist new users with the setup of equipment, accounts, and tools.
• Respond promptly to user requests via email, walk-ins, phone calls, or other means of communication.
• 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 the 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.

Minimum Qualifications

• BS Computer Science, Computer Engineering, Computer Information Systems, Computer Systems Engineering or related degree; or HS Diploma and 3+ years of relevant experience.
• 1+ years of directly relevant experience
• Experience with multiple operating systems, including Windows, Linux/Unix & MacOS
• Proficiency and proven capability in the following areas: Asset management practices and principles, Help Desk ticket processing and procedures, customer support expertise, problem-solving skills, Ability to keep detailed notes
• Must be able to work collaboratively across physical locations 

Preferred 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:  
• Security+