Systems Technician II (NOC)
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
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
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)
- 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
Benefits
- Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave
- short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
