CPMC is looking for an Event Monitoring Services Engineer to support the Network Operating Center (NOC). The NOC provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The NOC is the centralized POC for GSA end users and customers to report incidents, initial network triage, seek advice, and resolve network troubles within GSA’s IT infrastructure, applications, and programs supported in the environment.

As a Journeyman Event Monitoring Services Engineer, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them. Customer service is key to this position. You will provide technical assistance to computer users by answering questions to resolve network problems for the customer.

POSITION RESPONSIBILITIES:

The EM&EM Technician shall perform the following (to include but not limited to) activities:

Provides phone, remote, and desk-side technical support to users in the areas of network connectivity, as well as BAS support for Building Automation Switches.

Proactively monitoring the GSA infrastructure using SolarWinds and other tools.

Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue.

Maintains an audit trail and statistical records of all problems and conditions reported by the client.

Basic network and server configuration assistance.

Responds to complex technical control facility hardware and software problems.

Interfaces with telco vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.

Monitors and responds to hardware, software, and network related problems.

Supports routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, modems, and terminals).

Utilizes software and hardware tools to identify and diagnose complex problems and factors affecting network performance.

Troubleshoots network systems.

Supports testing, installation, and support of network communications, including LAN/MAN/WAN systems. Provides assistance for information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, LAN/MAN/WAN administration and operations support, operating systems programming, system security policy procedures, and operations.

CONTRACT REQUIRED QUALIFICATIONS:

Public Trust Clearance or ability to obtain.

ITILv4 Foundation Training and certification.

The shift for this position is Sunday-Wednesday 1pm-11pm ET.

1+ years experience with SolarWinds in an enterprise environment.

Possesses and applies expertise on multiple complex work assignments.

Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.

Operates with appreciable latitude in developing methodology and presenting solutions to problems.

Contributes to deliverables and performance metrics where applicable.

CONTRACT DESIRED QUALIFICATIONS:

Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites).

Experience supporting industry standard software products.

Experience troubleshooting wireless networks and Wireless Access Points (WAPs)

Must be willing to work a variety of shifts, including holidays as scheduled. This is a 24/7/365 NOC environment.

Shall possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.

Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments.

Familiarity with the following technologies: Active Directory, Windows, ServiceNow, Network Monitoring Systems (solarwinds), Cisco Prime, LAN/WAN control protocols.

EDUCATION AND EXPERIENCE

Bachelor's degree or equivalent and 2-7 years experience.

Experience as a remote worker demonstrating time management and self discipline.

Minimum 3 years of experience Network Operations support to include hardware/software, servers and networking.

Minimum of 2 years of experience with ServiceNow or similar tool.

Minimum of 2 years of experience with SolarWinds or similar tool.

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to do the following:

If remote, maintain home workspace in a safe manner, free from safety hazards and in line with information security policies.

Communicate verbally in person, over the phone or by video chat and clearly/succinctly in writing, primarily utilizing a keyboard.

Appear on camera for meetings with co-workers and government partners via video chat and ensure the protection of proprietary company and customer information is consistent with the company’s expectation of information security.

Viewing computer screens and sitting for long periods of time.

Travel minimally (0-5%), via car or plane, which requires ability to manage luggage, laptop, and briefing materials (up to 25 pounds).