TOC Engineer

General Dynamics Information Technology, Inc.; North Bethesda (MD); On-site; USD 41,000 - 47,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a Systems Technician for NIH CIT to provide eyes on glass monitoring, issue verification, and escalation support across a 24x7 environment. You will engage with network operations, analyze logs, and assist in incident communications and outage reports.

The role emphasizes collaboration, documentation, and proactive problem management, with on-site work in Bethesda, MD and varied shift coverage as needed.

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 various monitoring tools.
• 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 communications management support for the NIH.
• Support a 24x7 system monitoring service to proactively identify and assess problems before the customer reports them.

Skills

Help desk services

Help desk support

IT help desk

Education

AA/AS or equivalent

Tools

Splunk

Grafana

SiteScope

SCOM

SL1

xMatters

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). 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)

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 communications 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

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.

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

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