Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.
Job DescriptionGDIT is seeking a Systems Technician to join our Technical Operations Center (TOC) for the National Institute of Health (NIH) Center for Information Technology (CIT) program. This role requires coordination and multi-tasking skills to advise and dispatch technicians and engineering teams, who then resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring of the network infrastructure and will investigate, verify, report, communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the NIH user community and NIH leadership about outages, upgrades, IT challenges, etc. Candidates will also work with the technical teams to write up outage summaries and lessons learned reports for senior management to understand the impact to the NIH community and corrections to avoid future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies; with the opportunity to grow into more advanced roles.
This team provides 24x7x365 support to the NIH user community. Members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. We are currently hiring for day shift (2 PM - 10:30 PM EST/ Tuesday - Saturday)
Hybrid role with some opportunity for WFH
Responsibilities:
Provide eyes on glass monitoring using various monitoring tools such as Splunk, Grafana, SiteScope, SCOM, SL1 and xMattersInvestigate and verify alerts and reported issuesEscalate issues to the Tier 2 network operations team when necessaryAccess devices and analyze graphingReview device logs documentation and analysisPerform Firewall Utilization MonitoringPerform real time monitoring of vital TIC connectionsProvide general event management and communication management support for the NIHSupport a 24x7 system monitoring service to proactively identify and assess problems before the customer reports themSupport response time -ensuring system information, contact information and processes are in place to coordinate the necessary IT response to system problems.Coordinate and facilitate conference bridges as part of event managementProvide Prevention Support: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems.Rely on your teammates and be an active collaborator and participant within the group.Expertly handle customer requests for IT communication efforts including calendar postings, bulletin board postings, maintenance window date coordination, customer notifications, meeting minutes processing, report preparation and publication, meeting setup, ticket review, etc.Customers of this position are end users, service owners and IT managers.Provide event management and problem management support to service owners and IT managers.Author reports, participate in incident review meetings, facilitate active problem management activities, routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.Communicate an honest interpretation of data to all stakeholders; support and facilitate open communication between all stakeholders.Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiryProvide support to the technical team to help minimize non-scheduled outage times of all IT systems
Required Skills:
Desired Skills:
Preference for BA/BSWorking knowledge of IT Infrastructure Operations (such as systems and network administration, security, various tools, etc.)Familiarity with ITILExperience with any of the following monitoring and reporting tools: Grafana, Splunk, xMatters, SCOM, Sitescope, SL1,ServiceNow