Systems Technician II (NOC)
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.
Requirements
- High School Diploma or equivalent
- 1+ years of related IT/Help Desk experience
- Demonstrated customer service skills, communications skills, reading comprehension, interpersonal skills, and the ability to interface with all levels of employees
- Demonstrated abilities in decision making, troubleshooting problems, critical thinking, and 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 and must be prepared to work any shift during the NOC's 24/7 hours of operation.
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
- variety of medical plan options, some with Health Savings Accounts
- dental plan options
- a vision plan
- a 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
- 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
Mid Level
Education Level
High school or GED
