TOC Engineer

General Dynamics Information Technology; Bethesda (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

General Dynamics Information Technology (GDIT) seeks a Systems Technician to join NIH CIT program at Bethesda, MD. The role involves eyes-on-glass monitoring, coordinating and dispatching technicians, and composing outage communications for NIH users and leadership.

Work is on-site full-time with a day shift Tuesday through Saturday (6 AM - 2:30 PM EST), supporting a 24x7 operations team and offering growth into more advanced IT roles.

Qualifications

• AA/AS or the equivalent experience and three years experience
• Minimum of three years experience working in a help desk / service desk, customer service, or NOC environment
• Minimum of three years IT experience, including a solid understanding of networking and/or network monitoring tools.

Responsibilities

• Provide eyes on glass monitoring using monitoring tools and investigate alerts
• Escalate issues to Tier 2 network operations when necessary
• Coordinate conference bridges and event management
• Author outage communications and reports for NIH leadership
• Support a 24x7 system monitoring service to identify issues before customer reports

Skills

Help desk experience

NOC experience

Networking knowledge

Monitoring tools

Education

Associate degree or equivalent

Tools

Grafana

Splunk

xMatters

SCOM

SiteScope

SL1

ServiceNow

Job description

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 elevate 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. Position is for full time employment with GDIT and is an on-site position based at our client's office in Bethesda, MD.

We are currently hiring for day shift, Tuesday thru Saturday (6 AM - 2:30 PM EST).

Responsibilities:

• 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 three years experience
• Minimum of three years experience working in a help desk / service desk, customer service, or NOC environment
• Minimum of three years IT experience, including a solid understanding of networking and/or network monitoring tools.

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