Systems Technician II (NOC)

GD Information Technology•Bossier City, TX

1d•$21 - $29•Onsite

About The Position

We are GDIT. The people support and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important. GDIT Technology Shared Services (TSS) is your place! You make it your own by bringing your ideas and unique perspective to our culture. By owning your opportunity at GDIT, you are helping us ensure today is safe and tomorrow is smarter. The NOC Operator monitors end points and utilizes toolsets to assist with system failures, alerts and generating reports for the GDIT Command Center. Additionally, the NOC Operator will support the NOC Team Lead on MIM bridges with scribing, providing escalations and sending out required notifications. This role will be an onsite flexible night shift in Bossier City, LA HOW A SYSTEMS TECHNICIAN II WILL MAKE AN IMPACT: Reacts and escalates appropriately to events as required per SOP: Help/Support leadership with managing, recording MIM bridges Performs initial investigation and triage of potential incidents to determine relevancy and urgency Monitoring of end points on multiple monitoring tools Creates new incidents for alerts Bridge Scribe: Escalation – Working w/Bridge Lead to ensure all needed resources are available on the bridge using a variety of tools. i.e., paging, instant messaging, etc. Notification – Create and document triage information from outages within the Major Incident Report (MIR) and send to appropriate distribution lists (DL) ITSM Operations Support (Change, Incident & Problem Management): Align the Shift Turnover – Control Log report 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 Support Incident ticket follow-up or assigning as needed Create and assign Problem (RCA) tickets as needed Assumes other CC-NOC roles assigned to include covering any potential service gaps to ensure business continuity Meets or exceeds all performance metrics as assigned Works well with co-workers using effective communication and empathy Additional duties as assigned WHAT YOU’LL NEED TO SUCCEED: Education: High School Diploma or equivalent Experience: 1+ years of related IT/Help Desk experience Qualifications and Skills: Excellent customer service skills, communications skills, reading comprehension, interpersonal skills, and the ability to interface with all levels of employees Excellent abilities in decision making, troubleshooting problems, critical thinking, and meeting timelines Proficiency with MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word) Ability to obtain and maintain security clearances up to Secret level per customer requirements GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do. Growth: AI-powered career tool that identifies career steps and learning opportunities Support: An internal mobility team focused on helping you achieve your career goals Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward. The likely hourly rate for this position is between $21.25 - $28.75. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Requirements

High School Diploma or equivalent
1+ years of related IT/Help Desk experience
Excellent customer service skills, communications skills, reading comprehension, interpersonal skills, and the ability to interface with all levels of employees
Excellent abilities in decision making, troubleshooting problems, critical thinking, and meeting timelines
Proficiency with MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
Ability to obtain and maintain security clearances up to Secret level per customer requirements
U.S. Citizenship Required
Adherence to GDIT’s work-in-office policy

Nice To Haves

Minimum of 1.5 - 2 years related experience providing support to an enterprise operations center (or NOC), monitoring, managing systems and network using advanced technologies, ITSM tools or similar
Minimum of 1.5 - 2 years’ experience using an ITSM ticketing tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager, or related tool
Location: Onsite at GDIT's Integrated Technology Center in Bossier City, LA

Responsibilities

Reacts and escalates appropriately to events as required per SOP
Help/Support leadership with managing, recording MIM bridges
Performs initial investigation and triage of potential incidents to determine relevancy and urgency
Monitoring of end points on multiple monitoring tools
Creates new incidents for alerts
Bridge Scribe: Escalation – Working w/Bridge Lead to ensure all needed resources are available on the bridge using a variety of tools. i.e., paging, instant messaging, etc.
Notification – Create and document triage information from outages within the Major Incident Report (MIR) and send to appropriate distribution lists (DL)
Align the Shift Turnover – Control Log report 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
Support Incident ticket follow-up or assigning as needed
Create and assign Problem (RCA) tickets as needed
Assumes other CC-NOC roles assigned to include covering any potential service gaps to ensure business continuity
Meets or exceeds all performance metrics as assigned
Works well with co-workers using effective communication and empathy
Additional duties as assigned