Systems Technician II (NOC)

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Public Trust/Other Required:

None

Job Family:

Technical Support Services

Job Qualifications:

Skills:

Communication, Customer Service, Documentations, Leadership, Time Management

Certifications:

None

Experience:

1 + years of related experience

US Citizenship Required:

Yes

Job Description:

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

Preferred Skills:

• 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

• Required: Adherence to GDIT’s work-in-office policy

U.S. Citizenship Required

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 comp