Tier II Incident Management Technician

Yoder Ainlay Ulmer & Buckingham, LLP; Springfield (VA); On-site; USD 72,000 - 131,000; Full time

Job summary

An established industry player is seeking a Tier II Incident Management Technician to join their Digital Modernization Sector. This role is essential for ensuring the smooth operation of computer data communications systems and involves extensive troubleshooting and management of network incidents. The ideal candidate will leverage their expertise in network operations, maintenance, and incident management, using tools like Microfocus and ServiceNow to enhance network performance. Join a team dedicated to innovation and excellence in network technology, where your skills will make a significant impact on operational efficiency and customer satisfaction.

Qualifications

• 10 years of experience in networking or related fields.
• Compliance with DoD 8570 IAT Level 2.

Responsibilities

• Support installation and maintenance of LAN/WAN devices.
• Respond to and resolve incident tickets within ServiceNow.
• Troubleshoot network faults and performance issues.

Skills

Network Troubleshooting

Incident Management

OSI Model Knowledge

ServiceNow

Microfocus Tools

LAN/WAN Administration

Configuration Management

Vendor Communication

Education

Bachelor's Degree

Master's Degree

Doctorate

Tools

Microfocus

ServiceNow

Riverbed

Job description

The Digital Modernization Sector at Leidos is seeking a Tier II Incident Management Technician to support computer data communications systems, providing network event management and incident troubleshooting. Technicians provide additional support by ensuring network devices meet baseline configurations, software, and network performance standards. Technicians will make extensive use of Microfocus tools, ServiceNow, and knowledge of the various levels of the Open Systems Interconnection (OSI) model to complete daily network Operations and Maintenance (O&M) tasks.

The job duties of the GNOC Tier II Incident Management Technician are as follows:

• Support the installation and maintenance of the client Local Area Network (LAN)/Wide Area Network (WAN) devices.
• Respond to, update, and resolve incident tickets within ServiceNow.
• Administer networks including hardware, systems software, applications software, and all hardware configurations.
• Coordinate network operations, maintenance, repairs, or upgrades.
• Perform configuration management functions such as validating topology drawings and ensure that asset management records are accurate.
• Leverage knowledge of OSI layers 1, 2, and 3 to troubleshoot various network faults and performance issues
• Configure and troubleshoot layer two switching (Virtual Local Area Networks (VLANs))
• Modify and troubleshoot layer three routing across the enterprise network.
• Conduct extensive troubleshooting of Multiprotocol Label Switch (MPLS) across the WAN.
• Participate in evaluation of new network technologies and provide recommendations to the network architecture team regarding the integration of these technologies into the existing network.
• Ensure adequacy of plans for hardware and communications. Develop and implement methodologies for analysis, testing, and support of LAN and WAN networks.
• Leverage various network tools such as Microfocus and Riverbed to quickly identify and isolate customer impacting events on the network.
• Communicate and troubleshoot with vendors and other service providers to efficiently resolve incidents.
• Diagnose hardware and software problems and coordinate the replacement of defective components.

Requirements

• Required Clearance: TS/SCI with CI Poly
• Candidate must have 10 years of experience that can be a combination of work history and education. This equates to a doctorate and 3 years, a master’s and 4 years, a bachelor’s and 6 years, an associates and 8 years or HS diploma and 10 years.
• Additional required qualifications include compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.

Original Posting:
April 30, 2025
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:
Pay Range $72,150.00 - $130,425.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.