The Mission Support Operator provides 24/7 Tier 0-2 operational support to base end customers and users in the field. 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. Duties include monitoring, recognition, evaluation, and correction of IT systems and network problems. Required to interface with the user community, Mission Directors, System Admins, Net Engs, external sites and other system operators as required for real-time detection, isolation, and resolution of problems. Provide network monitoring, troubleshooting, Testing, and Analysis on a myriad of IT infrastructure systems and critical physical infrastructure (HVAC, Power, UPS, etc) in accordance with established SOPs / TTPs.
Bachelors Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; or work experience.BA/BS
Knowledge, Skills and Abilities
8-10 years of directly related experience in IT / Network administration and support.
24/7 Operational Support to customers and users in the field.
Experience with SolarWinds, Splunk, WireShark (and other monitoring tools) to monitoring 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.
Experience with Linux and Windows system administration and networking background is preferable.
Perform analysis (in both real-time and post-event) on key mission capabilities and provide feedback to internal and external customers
Perform daily, weekly, monthly and quarterly functional checks on systems and capabilities, also perform inspections on critical hardware and infrastructure
Have a working knowledge of critical physical infrastructure (including HVAC, Power, UPS, etc) that is utilized to support mission operations
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
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 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.