Systems Technician IV

• Responsibilities

  Primary – The primary duties as assigned for the NOC Team (Shift) Lead:

  • Team (Shift) Lead – Works with NOC Leadership to ensure their assigned team meets and deliver’s operational assignments according to process and procedures within timeline expectations.
    • Provides guidance to co-workers in regards to handling Major Incidents, Scheduling, Change Management and Problem Management
    • Ensures the GDIT Command Center tickets in the ITSM assignment group are handled accurately and in a timely manner
    • Oversees the quality check of reports generated by the team prior to sending them out to external departments
  • Bridge Lead – Provides leadership for the overall management of major outages by keeping resources and bridge scribe(s) on task toward resolution of the outage
    • Escalation – Ensure all resources needed on a bridge are notified within ~5-15 minutes of outage awareness
    • Notification – Provide guidance and oversight for the Major Incident Report (MIR) and ensure it is sent out per process expectations
    • Oversight for ensuring all tasks are met at the completion of a bridge; i.e. documentation, notifications, wrap-up, etc…
  • Monitoring of end points on multiple monitoring tools and managing per programs statement of work (SoW).
  • Assumes other Operator roles as needed, including covering any potential service gaps to ensure business continuity.
  • Additional duties as assigned

  Secondary - The secondary duties as assigned for the NOC Team (Shift) Lead:

  • Monitoring ticket queue, investigating reported incident(s)
  • Bridge Scribe:
  • Escalation – Ensuring all needed resources are available on the bridge using a variety of media. i.e. paging, instant messaging, direct dialing, etc…
  • Notification – Record accurately priority 1 and 2 information on the Major Incident Report (MIR) and send to appropriate distribution lists.
  • Create and relate the bridge notes within the Incident Alert (IA) module in the ITSM.
  • Process Reports – Complete all daily, weekly or monthly reports.
  • Change Management:
  • Sync up the Shift Turnover – Ensure the Control Log report is aligned with the current Change Advisory Board (CAB) report.
  • Ensure that Change Requests (CR) in the Turnover Report are listed in their proper programs and status.
  • Ensure the CR inbox is current and updated.
  • Keep archived CR’s filed according to GDIT Command Center procedures.
  • Additional duties as assigned

  Qualifications and Skills

  • Ability to obtain and maintain a secret level clearance.
  • Develop or recommend analytic approaches or solutions to problems and situations for which information is incomplete or for which no precedent exists.
  • Familiarity with network methodologies, systems methodologies and IT in general.
  • Ability to adapt to change, maintain composure under stressful conditions.

  Education and Experience

  • Required – Associate’s degree (AA/AS), or 5 plus years of work experience.
  • Provides installation, maintenance and troubleshooting support of information systems applications and related peripheral hardware.
  • Preferred – Minimum of 3 years related experience providing support to an enterprise operations center (or NOC), monitoring and managing systems and network using advanced technologies and tools.
  • Preferred – Minimum of 18 months’ experience utilizing monitoring tools or related services to monitor alerting devices.
  • Preferred – Minimum of 2 years’ experience using an ITSM tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager or related tool.
  • Preferred – Excellent customer service skills, written and oral communications skills, reading comprehension, interpersonal skills and the ability to interface with all levels of employees.
  • Preferred – Excellent abilities in decision making, troubleshooting problems, critical thinking and meeting timelines.
  • Preferred – A+ certification
  • Preferred – Cloud Foundation certification w/Azure, AWS or Google
  • Preferred – Network + and/or Security + certification
  • Preferred – ITIL Foundations certification

  Preferred – MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)

• 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.

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.