TOC Engineer

Socket.dev; North Bethesda (MD); On-site; USD 4,067,000 - 4,753,000; Full time

Job summary

GDIT is seeking a Systems Technician for the NIH CIT program to monitor networks, investigate alerts, and coordinate incident responses. The role involves writing outage communications and collaborating with engineering teams to resolve IT issues. Shift is day/evening with potential after-hours coverage.

You will grow in a fast-paced TOC, engaging with IT professionals across multiple disciplines and gaining exposure to diverse technologies and enterprise-scale problems.

Qualifications

• AA/AS or the equivalent experience; three years in a help desk or NOC environment.

Responsibilities

• Provide eyes on glass monitoring using monitoring tools and investigate alerts.
• Escalate issues to Tier 2 network operations when necessary.
• Coordinate and facilitate conference bridges for event management.
• Prepare outage summaries and lessons learned reports for senior management.
• Support 24x7 system monitoring to identify problems before customers report them.

Skills

Help Desk Services

Help Desk Support

IT Help Desk

Education

AA/AS or equivalent experience

Tools

Grafana

Splunk

xMatters

SCOM

Sitescope

SL1

ServiceNow

Job description

Type of Requisition

Regular

Clearance Level Must Currently Possess

None

Clearance Level Must Be Able to Obtain

None

Public Trust/Other Required

NACI (T1)

Job Family

Technical Support Services

Job Qualifications

Skills: Help Desk Services, Help Desk Support, IT Help Desk

Certifications: None

Experience: 3 + years of related experience

US Citizenship Required: No

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 through Saturday (2 PM - 10:30 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

The likely hourly rate for this position is between $29.52 - $34.50. 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.

Scheduled Weekly Hours

40

Travel Required

None

Telecommuting Options

Onsite

Work Location

USA MD Bethesda - 6555 Rock Spring Dr (MDC097)

Additional Work Locations

Total Rewards at GDIT

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identify Verification Process

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About our Work

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development. Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans