Lab Manager I

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

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.