Help Desk Technical Support II

Clearance Level
Durham, North Carolina

REQ#: RQ132088

Travel Required: None
Public Trust: NACI (T1)
Requisition Type: Regular

Provide 24/7 support and assistance in monitoring computer operations for the EPA National Computer Center.  Responsibilities include:  HPC (NESC), Lotus Notes (Email), WebEOC, FDMS (Federal Docket Management System), Windows, Unix and VM platforms; assisting user groups such as Data Management, Unix, and Windows with incident reporting and troubleshooting.  Maintain the Standard Operating Procedures (SOP) manual for Operations and DPSS (Data Processing Support Services).  Order supplies for the department, process foreign tapes, receive and send E-mail to customers as needed, process billing of foreign tapes, and answer phones. Monitor Network devices 24/7 and write up and notify the correct group depending on importance of the device.  

Console Operator duties are as follow:

(1) Provide 24/7 support and assistance in monitoring computer operations platforms for the EPA National Computer Center.

(2) Assist users/groups such as Storage Management, High Performance Computing (HPC), Unix, Windows and VM ware with incident reporting and troubleshooting. Walking the Data Center floor to check for any alarms and to assist the groups as needed with servers.

(3) Maintain and update Standard Operating Procedures (SOP) for Operations and Data Processing Support Services (DPSS)

(4) Ordering supplies for the department

(5) Processing billing for Tapes and Tape shipment.

(6) Follow up with customers reported incidents and receive/send emails to customers as needed.

(7) Provide support for the EPA call center afterhours and make tickets for users as needed.

(8) Provide EPA and SAIC management with daily datacenter reports.

(9) Monitor any incoming alerts for NSOC and Lanes devices. Write up tickets and notify the person on call for priority sites.

(10) Escort outside vendors when needed for repairs.

(11) Do basic troubleshooting for groups. Operators will restart servers, check for power, and plug or unplug cords upon request.

(12) Monitor and test the EPA VPN for end users and alert groups as needed for support.

(13) Maintain the NCC degausser and run monthly tests to make sure it is working as intended.

Duties in DPSS are as follow:

Check in and out visitors to the computer room with the paper sign in log. Update the visitor logs (escorted and unescorted) online each day from the paper log. At the end of each month, send the online unescorted visitor to NTSD Records. At the end of each month, update the online RTF visitor log from the paper log in the RTF Computer room. At the end of each month, print all online visitor logs and add them to that month’s paper visitor logs.  Then send email to EPA and SAIC management for them to sign off on the logs. Move any tapes for UNIX, HPC, OAQPS as needed and log all tape movement both on paper and online. Log and track all packages that come in and notify recipient. Order supplies for DPSS and Operations as needed. Sign for any boxes that come into the computer room from EPA warehouse and make copies of the packing slip and contact the owner.  Send out Everbridge alerts when requested for system issues. As well as send out resolution alerts when the issue is resolved.

Technical Qualifications:

Microsoft Office 365, Excel, Word, and an understanding of Command Line.

About Our Work

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

COVID-19 Vaccination

GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.

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.