The Mission Support Operator (MSO) provides 24/7, 365, 12hrs shift, Tier 1/2 operational support to end customers and users in the field/worldwide. Monitor the performance and capacity of end-to-end IT computer systems using a variety of tools. Triage hardware, software, and environmental faults, alerts or malfunctions. When an issue is identified, the MSO works to determine the cause of the problem, provide situational awareness and resolution to the user community. Serve as first responder and ‘one-stop shop' for all site issues, requiring a broad level of knowledge of high priority systems across a multi-location enterprise. This is similar to a civilian Emergency Operations Center for Police/Sheriff Department but it is not the same; however, we action 911 notifications.
This is not a traditional System Administrator or Network Administrator role; however, having either background speeds up training so you can be proficient in 6 – 12 months. These are demanding and challenging missions and no work from home. You must have a solid Information Technology foundation.
Panama Shift Schedule | 24/7 Shift Coverage.
This is a slow rotating shift pattern that uses multiple teams and two 12-hr shifts to provide 24/7 coverage. The working and non-working days follow this pattern: 2 days on, 2 days off, 3 days on, 3 days off. Each team works the same shift (day or night) for 2-3 months then switches over to the other shift for the next 2-3 months.
Other duties include:
Monitoring, recognition, evaluation, and correction of IT systems, network and satellite ground stations
Interfacing with the user community, Mission Directors, System Administrators, Network Engineers, external sites and other system operators as required for real-time detection, isolation, and resolution of problems
24/7, 365 Operational Support to customers and users in the field
Utilize SolarWinds, Splunk, WireShark (and other monitoring tools) to monitor internal and external hardware, software, network connectivity, status IT infrastructure (utilizing ping, SNMP traps, customer scripts) – and utilizing established TTP's to respond to issues
Provide support to Networking team, including Layer 1/2/3 type activities and documentation/design
Perform analysis (in both real-time and post-event) on key mission capabilities and provide feedback to internal and external customers
Maintain a positive, professional and helpful working relationship with our customers
Perform daily, weekly, monthly, and quarterly functional checks on systems and capabilities, also perform inspections on critical hardware and infrastructure
Provide support to the Engineering staff for testing and validation of new software releases and network connections
Support Configuration Management functions (Incidents, Assets) utilizing BMC Remedy
Respond to customer voice and electronic support requests
Respond to real time, mission critical situations (response defined in minutes)
Participate in internal and external scheduled exercises
Create, maintain, and update SOP/TTP documentation
8+ years of directly related experience in IT / Network administration and support.
TS/SCI or DoE Q Clearance
Experience with monitoring tools such as SolarWinds, Splunk, or WireShark.
Have a working knowledge of critical physical infrastructure (including HVAC, Power, UPS, etc) that is utilized to support mission operations
Experience with Linux and Windows system administration and networking background is preferable.
Bachelor’s Degree in Computer Science or related technical discipline; or the equivalent experience in lieu of
DoD 8570 Certification required
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.
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.