Systems Technician II (NOC)

GD Information Technology•Bossier City, TX

7d•Onsite

About The Position

We are GDIT -- the people supporting 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's 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. MEANINGFUL WORK AND PERSONAL IMPACT As a NOC Operator , the work you’ll do at GDIT will be impactful to the mission of our customers. You will play a crucial role in the following: ● 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

Requirements

High School Diploma or equivalent
1+ years of related IT/Help Desk experience
Demonstrated customer service skills
Demonstrated communication skills
Demonstrated reading comprehension skills
Demonstrated interpersonal skills
Ability to interface with all levels of employees
Demonstrated abilities in decision making
Demonstrated abilities in troubleshooting problems
Demonstrated abilities in critical thinking
Demonstrated abilities in meeting timelines
Demonstrated proficiency with MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
Prior experience with supporting -or- the ability to learn how to support an enterprise operations center (or NOC) through monitoring, managing systems and networks using advanced technologies, and ITSM tools
Prior experience using -or- the ability to learn how to use an ITSM ticketing tool such as ServiceNow, Remedy, HP Service Manager, et al.
Must be able to obtain and maintain security clearances up to Secret level per customer requirements
US Citizenship Required
Applicants must be Louisiana Residents residing within approximately 60 miles or less of Bossier City, LA
Must be prepared to work any shift during the NOC's 24/7 hours of operation

Nice To Haves

Communication
Customer Service
Documentations
Leadership
Time Management

Responsibilities

Reacts and escalates appropriately to events as required per SOP
Helps/Supports leadership with managing, recording MIM bridges
Performs initial investigation and triage of potential incidents to determine relevancy and urgency
Monitors end points on multiple monitoring tools
Creates new incidents for alerts
Works with Bridge Lead to ensure all needed resources are available on the bridge using a variety of tools (e.g., paging, instant messaging)
Creates and documents triage information from outages within the Major Incident Report (MIR) and sends to appropriate distribution lists (DL)
Aligns the Shift Turnover – Control Log report with the current Change Advisory Board (CAB) report
Ensures that Change Requests (CR) in the Turnover Report are listed in their proper programs and status
Supports Incident ticket follow-up or assigning as needed
Creates and assigns 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

Variety of medical plan options, some with Health Savings Accounts
Dental plan options
Vision plan
401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
Full flex work weeks where possible
Variety of paid time off plans, including vacation, sick and personal time
Holidays
Paid parental leave
Military leave
Bereavement leave
Jury duty leave
Short and long-term disability benefits
Life insurance
Accidental death and dismemberment insurance
Personal accident insurance
Critical illness insurance
Business travel and accident insurance