GDIT is seeking a Technical Operations Center (TOC) Operator to join our TOC for the National Institute of Health (NIH) Center for Information Technology (CIT) program. You will have the opportunity to work a wide variety of IT issues and learn about many different technologies.
This team provides 24x7x365 support to the NIH user community. The work schedule is Sunday -Thursday, 6:00am-2:30pm (including holidays if that date falls on your regular schedule). You must be able to provide coverage outside of your normal schedule if needed.
This position is currently remote, but you must reside within commuting distance to the client site in Bethesda, MD should circumstances change and onsite work is required by the client.
Responsibilities and Duties:
Provide eyes on glass monitoring using various monitoring tools, such as Splunk, Grafana, SiteScope, SCOM, SL1 and xMatters
Coordinate incident tickets with Tier II technicians and the network services team
Investigate and verify alerts and reported issues
Access devices in order to analyze graphing
Review device logs documentation and provide 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 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 (i.e. coordinating necessary changes in system information, contact information and existing processes to prevent recurrence of problems)
Handle customer requests for IT communication efforts, including bulletin board postings, maintenance window date coordination, customer notifications, report preparation and publication, etc.
Proactively respond to alarming data and incidents before system outages occur
Help minimize non-scheduled outage times of all IT systems
Required Qualifications and Skills:
AA/AS (or equivalent) and minimum of three years of experience
Minimum of one year of experience in a help desk / service desk, IT customer service, or NOC technician role
Excellent technical documentation experience and ability to author communications for the NIH user community and leadership about outages, upgrades, IT challenges, etc.
Minimum of one year IT experience
Familiarity with networking and/or network monitoring tools
Desired Qualifications and Skills:
Familiarity with ITIL
Experience with any of the following monitoring and reporting tools, including Grafana, Splunk, xMatters, SCOM, Sitescope, SL1 or ServiceNow
Attributes for Success:
Ability to multi-task
Ability to work independently and in a team environment
Additional Job Description
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.