Technical Operations Center (TOC) Operator

Clearance Level
None
Category
Systems Administration
Location
Bethesda, Maryland

REQ#: RQ134348

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

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

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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.

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.