TOC Systems Technician - 3rd shift

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:

• 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:

• 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

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Work Requirements