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TOC Systems Technician (3rd Shift)

General Dynamics Information Technology • Bethesda, MD • 5h ago

Req ID: RQ214289

Type of Requisition: Regular

Clearance Level Must Be Able to Obtain: None

Public Trust/Other Required: NACI (T1)

Job Family: Technical Support Services

Skills:

Communication,Documentations,LAN WAN,Management Support,Network Operations

Certifications:

ITIL 4 Foundation | PeopleCert - PeopleCert

Experience:

3 + years of related experience

Job Description:

GDIT is seeking a TOC Systems Technician II - 3rd shift to join our Technical Operations Center (TOC) supporting the National Institutes of Health (NIH) Center for Information Technology (CIT) . This role supports enterprise-level incident management and monitoring across NIH's IT infrastructure.

The successful candidate will coordinate with technicians and engineering teams to identify and resolve technical issues, provide real-time monitoring of critical systems, and communicate status updates and reports to stakeholders. This role requires strong multitasking, attention to detail, and communication skills-especially in documenting and communicating incidents, outages, and resolutions to NIH users and leadership.

Location & Schedule:

Onsite in Bethesda, MD

3rd shift: 10:00 PM to 6:30 AM , Tuesday through Saturday

Holidays will be required if they fall on your designated work schedule

The TOC operates 24x7x365, so shift flexibility is occasionally required

Responsibilities:

Perform "eyes on glass" infrastructure monitoring using tools such as Monolith, Splunk, Grafana, SiteScope, SCOM, SL1, and xMatters

Investigate, verify, and escalate system alerts and reported issues to Tier 2 support as needed

Access devices to analyze graphing data and logs to support diagnostics and troubleshooting

Monitor TIC (Trusted Internet Connection) performance and firewall utilization in real time

Identify issues proactively to prevent system outages and minimize impact to users

Coordinate and facilitate incident response, including initiating and managing conference bridges during major events

Support event management by tracking incidents from start to resolution and maintaining accurate records

Provide comprehensive communication management by preparing and sending timely outage, incident, and maintenance notifications to the NIH user community and leadership

Manage communication tasks such as calendar and bulletin board postings, maintenance window coordination, and distribution of meeting minutes, reports, and status updates

Assist in problem management, conducting follow-ups on recurring issues and supporting root cause analysis efforts

Author incident reports, outage summaries, and lessons learned documentation in coordination with technical teams and leadership

Prepare supporting materials such as flowcharts, status presentations, and process documentation for internal use

Foster open communication and transparency with all stakeholders, delivering clear, honest assessments of incidents and their impact

Work closely with the technical teams to reduce non-scheduled outage times and improve service stability

Contribute to the continuous improvement of TOC processes and documentation standards

Support the NIH's mission by ensuring IT services are reliable, secure, and well-coordinated

Required Skills:

Associate's Degree and 2+ years in a related in IT role such as Help Desk, Service Desk, Incident Response, or NOC Technician (or 5+ years of experience with no degree)

Familiarity with enterprise monitoring tools (Monolith, Splunk, Grafana, SCOM, etc.) required

Experience with interpreting logs, graphs, and alert data

Must be able to obtain and maintain a Public Trust security clearance

Flexibility for occasional shift coverage outside normal hours

Desired Skills:

Strong verbal and written communication skills required

Ability to write clear, concise, and accurate incident reports, notifications, and summaries for both technical and non-technical audiences

GDITFedHealthJobs

The likely hourly rate for this position is between $25.63 - $34.50. 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 50 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.

Join our Talent Community to stay up to date on our career opportunities and events at https://gdit.com/tc.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

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