Req ID: RQ196052Type of Requisition: RegularClearance Level Must Be Able to Obtain: SecretPublic Trust/Other Required: NoneJob Family: Systems AdministrationSkills:Customer Service,Leadership,Time ManagementExperience:1 + years of related experienceUS Citizenship Required:YesJob Description: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 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 front-half (Sunday thru Tuesday and every other Wednesday) day shift (6am-6:30pm) in Bossier City, LAHOW 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)
Assumes other CC-NOC roles as assigned to include covering any potential service gaps to ensure business continuity
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
Meets or exceeds all performance metrics as assigned
Works well with co-workers using effective communications and empathy
Additional duties as assigned
WHAT YOU’LL NEED TO SUCCEED:Education: High School Diploma or equivalentExperience: 1 year of related IT experienceQualifications and Skills:
Ability to obtain and maintain clearances per customer requirements. This may include multiple clearances with a range from Secret or below
Excellent customer service skills, written and oral 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
MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
Preferred skills:
Minimum of 1½-2 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 1½-2 years’ experience using an ITSM ticketing tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager, or related tool
Location: OnsiteU.S. Citizenship RequiredWHAT GDIT CAN OFFER YOU:
401K with company match
Comprehensive health and wellness packages
Internal mobility team dedicated to helping you own your career
Professional growth opportunities including paid education and certifications
Cutting-edge technology you can learn from
Rest and recharge with paid vacation and holidays
The likely hourly rate for this position is between $21.25 - $28.75. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and 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. To encourage work/life balance, GDIT offers employees 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. To ensure our employees are able to protect their income, other offerings such as 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. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans