AISR NOC Technician III

Leidos•Sunset, UT

23d•Onsite

About The Position

The AISR NOC Technician III supports the Defense Information Systems Agency (DISA) and its Defense Information System Network (DISN) services within the 24x7 DISA Global Operations Center. The role is part of the AISR Operations Support Cell and is located at Hill AFB, Utah. The technician monitors network events, handles incidents and faults, supports restoration of networks and services, maintains incident documentation, and provides Tier 1/Tier 2 sustainment and customer support. The position works with the Shift Lead and O&M leadership and contributes to the training and continuous improvement of O&M personnel, procedures, and tools. The technician uses Remedy and multiple monitoring tools to create and update tickets; analyze alarms and correlate fault information; diagnose, isolate, and coordinate correction of network faults; and notify relevant points of contact. The role includes coordinating circuit and service reroutes, documenting changes in the configuration management database, tracking outages through resolution, communicating situational awareness, and escalating incidents between Tier I and Tier II. The position requires proficiency across several DISN functions and the ability to work in a 24/7 operation. The role requires an active Secret security clearance and the ability to obtain and maintain a Top Secret clearance, as well as a DoD-8570 IAT Level 2 baseline certification at the start date. A high school education and 2–4 years of experience are required.

Requirements

High school education.
2–4 years of experience.
Currently possess an active Secret security clearance and be able to obtain and maintain a Top Secret security clearance.
Possess a DoD-8570 IAT Level 2 baseline certification (Security+ CE or equivalent) at the start date.
Ability to work in a 24/7 operation.
Experience with one or more of alarm surveillance, fault management, LAN maintenance, and performance management.
Expertise in three or more of routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Cisco, Juniper, MSPP, DWDM, and optical switching.
General understanding of network topologies, including transport and IP.

Responsibilities

Create and update tickets using Remedy.
Monitor network events and element-management failures in real time across multiple monitoring tools on a 24x7x365 basis.
Analyze alarms, filter and correlate fault information, identify fault conditions and impacts, isolate root causes, and coordinate corrective action.
Notify appropriate points of contact about essential or heightened-awareness network, circuit, or location incidents.
Support fault isolation by diagnosing and troubleshooting according to procedures and identifying failed systems, hardware, software, circuits, or facilities.
Perform or support testing, fault troubleshooting, fault localization, fault logging, and assignment.
Provide global situational-awareness support to customers.
Correct or replace faulty network elements and coordinate with other service providers as necessary.
Verify that service has been restored after customer-initiated tickets are resolved.
Restore networks and services to full operation and coordinate with service providers to track restoration against DISN and customer-negotiated SLAs.
Identify failures attributable to different causes and impacts.
Conduct rerouting and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions.
Reroute routine circuits within 24 hours of notification and document reroutes in the configuration management database (CMDB).
Provide outage updates from technicians and/or government incident tickets until resolution or a documented path to resolution is identified.
Provide 24/7/365 sustainment support for outages and service degradation, including Tier 1/Tier 2 support.
Provide timely situational awareness to leadership and impacted communities using approved communication methods.
Work directly with the Shift Lead and O&M leadership for guidance.
Escalate faults, coordinate with customers, communicate status, and update tickets between Tier I and Tier II according to procedures.
Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
Demonstrate knowledge of O&M training, standard operating procedures, and tools; provide feedback on them.
Assist in training Network Controllers within O&M.
Communicate effectively with the O&M team and customers, and provide technical advice to peers and customers to help resolve complex issues.
Demonstrate proficiency in several DISN functions, including routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Cisco, Juniper, MSPP, DWDM, and optical switching.