TOC Systems Technician (3rd Shift)

GDIT is seeking a TOC Systems Technician II - 3rd shift to join our Technical Operations Center (TOC) supporting the National Institutes of Health (NIH) Center for Information Technology (CIT). This role supports enterprise-level incident management and monitoring across NIH’s IT infrastructure.

The successful candidate will coordinate with technicians and engineering teams to identify and resolve technical issues, provide real-time monitoring of critical systems, and communicate status updates and reports to stakeholders. This role requires strong multitasking, attention to detail, and communication skills—especially in documenting and communicating incidents, outages, and resolutions to NIH users and leadership.

Location & Schedule:

• Onsite in Bethesda, MD

• 3rd shift: 10:00 PM to 6:30 AM, Tuesday through Saturday

• Holidays will be required if they fall on your designated work schedule

• The TOC operates 24x7x365, so shift flexibility is occasionally required

Responsibilities:

• Perform “eyes on glass” infrastructure monitoring using tools such as Monolith, Splunk, Grafana, SiteScope, SCOM, SL1, and xMatters

• Investigate, verify, and escalate system alerts and reported issues to Tier 2 support as needed

• Access devices to analyze graphing data and logs to support diagnostics and troubleshooting

• Monitor TIC (Trusted Internet Connection) performance and firewall utilization in real time

• Identify issues proactively to prevent system outages and minimize impact to users

• Coordinate and facilitate incident response, including initiating and managing conference bridges during major events

• Support event management by tracking incidents from start to resolution and maintaining accurate records

• Provide comprehensive communication management by preparing and sending timely outage, incident, and maintenance notifications to the NIH user community and leadership

• Manage communication tasks such as calendar and bulletin board postings, maintenance window coordination, and distribution of meeting minutes, reports, and status updates

• Assist in problem management, conducting follow-ups on recurring issues and supporting root cause analysis efforts

• Author incident reports, outage summaries, and lessons learned documentation in coordination with technical teams and leadership

• Prepare supporting materials such as flowcharts, status presentations, and process documentation for internal use

• Foster open communication and transparency with all stakeholders, delivering clear, honest assessments of incidents and their impact

• Work closely with the technical teams to reduce non-scheduled outage times and improve service stability

• Contribute to the continuous improvement of TOC processes and documentation standards

• Support the NIH’s mission by ensuring IT services are reliable, secure, and well-coordinated

Required Skills:

• Associate’s Degree and 2+ years in a related in IT role such as Help Desk, Service Desk, Incident Response, or NOC Technician (or 5+ years of experience with no degree)

• Familiarity with enterprise monitoring tools (Monolith, Splunk, Grafana, SCOM, etc.) required

• Experience with interpreting logs, graphs, and alert data

• Must be able to obtain and maintain a Public Trust security clearance

• Flexibility for occasional shift coverage outside normal hours

Desired Skills:

• Strong verbal and written communication skills required

• Ability to write clear, concise, and accurate incident reports, notifications, and summaries for both technical and non-technical audiences

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