GDIT is seeking a Systems Technician to join our Technical Operations Center (TOC) for the National Institute of Health (NIH) Center for Information Technology (CIT) program. This role requires coordination and multi-tasking skills to advise and dispatch technicians and engineering teams, who then resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring of the network infrastructure and will investigate, verify, report, communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the NIH user community and NIH leadership about outages, upgrades, IT challenges, etc. Candidates will also work with the technical teams to write up outage summaries and lessons learned reports for senior management to understand the impact to the NIH community and corrections to avoid future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies; with the opportunity to grow into more advanced roles.
This team provides 24x7x365 support to the NIH user community. Members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. We are currently hiring for day shift (2 PM - 10:30 PM EST/ Tuesday - Saturday)Hybrid role with some opportunity for WFHResponsibilities:- Provide eyes on glass monitoring using various monitoring tools such as Splunk, Grafana, SiteScope, SCOM, SL1 and xMatters
- Investigate and verify alerts and reported issues
- Escalate issues to the Tier 2 network operations team when necessary
- Access devices and analyze graphing
- Review device logs documentation and analysis
- Perform Firewall Utilization Monitoring
- Perform real time monitoring of vital TIC connections
- Provide general event management and communication management support for the NIH
- Support a 24x7 system monitoring service to proactively identify and assess problems before the customer reports them
- Support response time -ensuring system information, contact information and processes are in place to coordinate the necessary IT response to system problems.
- Coordinate and facilitate conference bridges as part of event management
- Provide Prevention Support: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems.
- Rely on your teammates and be an active collaborator and participant within the group.
- Expertly handle customer requests for IT communication efforts including calendar postings, bulletin board postings, maintenance window date coordination, customer notifications, meeting minutes processing, report preparation and publication, meeting setup, ticket review, etc.
- Customers of this position are end users, service owners and IT managers.
- Provide event management and problem management support to service owners and IT managers.
- Author reports, participate in incident review meetings, facilitate active problem management activities, routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.
- Communicate an honest interpretation of data to all stakeholders; support and facilitate open communication between all stakeholders.
- Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiry
- Provide support to the technical team to help minimize non-scheduled outage times of all IT systems
Required Skills:- AA/AS or the equivalent experience and one year of experience
- Minimum one year of experience working in a help desk / service desk, customer service, or NOC environment
- Minimum one year of IT experience, including a solid understanding of networking and/or network monitoring tools.
- Ability to obtain/maintain a Public Trust
Desired Skills:- Preference for BA/BS
- Working knowledge of IT Infrastructure Operations (such as systems and network administration, security, various tools, etc.)
- Familiarity with ITIL
- Experience with any of the following monitoring and reporting tools: Grafana, Splunk, xMatters, SCOM, Sitescope, SL1,ServiceNow
Work Requirements
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Years of Experience
1 + years of related experience
* may vary based on technical training, certification(s),
or degree
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Certification
Travel Required
None
Salary and Benefit Information
The likely hourly rate for this position is between $28.61 - $38.71. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
View information about benefits and our total rewards program.
About Our Work
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
GDIT 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, or any other protected class.