GDIT is seeking an individual to fill a position as an analyst on our Incident Management team. Individual will be responsible for conducting incident management activities in support of Tier II & III desktop services and operations from a central location for a dispersed enterprise customer base. Individual must be able to work on tasks both individually and in a team environment and be familiar with ITIL practices to support government customer operations and maintenance activities.
Monitor and enforce compliance of Incident Management Policy
Monitor and clean-up orphaned tickets
Monitor and facilitate resolution of tickets older than 30 days
Monitor authorized maintenance activities to determine possible impacts to operations
Control, disseminate, and monitor ticket queues
Conduct trend analysis on tickets to support metrics reporting to the customer
Draft Service Maintenance/Outage/Restoral Announcements
Facilitate the creation and submission of after-action reports for major incidents and outages when applicable
Report, monitor and update weather events that impact services as appropriate
Communicate and coordinate with incident managers and/or representatives from other contracts when necessary
Monitor and facilitate tasks for the Problem Management team
Review and provide information on major incidents and trends to Problem manager for consideration as problem candidates
Provides advice and training to end-users
Maintains current knowledge of relevant technologies as assigned
Manages the functionality and efficiency of a group of computers running on one or more operating systems
Helps maintain the integrity and security of servers and systems
Maintains system documentation
Coordinates software installations and Active Directory group modifications
Monitors policies and standards for allocation related to the use of computing resources
Participates in systems testing and document results
Participates in special projects as required
Bachelors Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
TS/SCI and an active CI Polygraph
1-3 years of directly related experience in systems administration and analysis in support of government intelligence customer
ITIL Foundation (v3)
Knowledge of Service Now or similar ticketing system
Knowledge of customers Incident and Change management processes
Knowledge of customers Problem Management process
Must possess appropriate current DoD Information Assurance (IA) Certification to be considered for employment, either CompTIA Security+ OR CCNA-Security. CompTIA Security+ is the preferred certification. Must attain the required DoD 8570 Computing Environment (CE) Certification within six (6) months of Hire Date.
As part of your role/function on the program, you will be granted privileged user access. Privileged Users are subject to greater scrutiny as a direct result of the significant responsibilities placed upon them. Please be aware that because of these critical duties, you will be subject to additional IT system monitoring, and supervisory evaluation to ensure continuous adherence to Privileged User processes and procedures. Privileged Users are subject to a zero tolerance policy for security violations.
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.