Location: Ogden, Utah
Schedule: Full Time
Shift: Rotating
Travel Required: Yes, 10% of the time
Required:
Secret Security Clearance with ability to obtain a Top Secret clearance.
U.S. Citizenship
Our customer, the Defense Information Systems Agency (DISA) located in Ogden, Utah, acts as the provider of GIG/Defense Information System Network (DISN) services to the Department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x7 DISA Global Operations Center (DGOC).
We are seeking a Network Technician at Hill AFB, UTAH, to support the Mission Defense Agency (MDA) Operations Support Cell, part of the Digital Modernization Sector and Global Solutions Management Operations II (GSMO-II) program.
Primary Responsibilities
Create and update tickets utilizing Service Now.
- Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
- Incident Correlation and Fault Analysis:
o Proactively analyze alarms
o Provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information
o Identifying the fault condition and its impacts
o Isolating root causes
o Coordinating correction of fault situations regardless of the fault in the infrastructure.
- Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
- Incident Analysis (Fault Isolation):
o Support the fault isolation process
o Diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs
o Identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities.
o Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment
- Support all customers to include providing global situational awareness support.
- Fault Correction:
o Correct/replace faulty network elements, coordinating with other service providers as necessary.
- Verify that service has been restored upon resolution of all customer-initiated tickets.
- Network/Service Restoration:
o Restore networks and service to full operation
o Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and
customer negotiated SLAs.
o Identify failures that are attributable to a different causes and impacts
o Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs).
o Reroute routine circuits within 24 hours of notification
o Documenting reroute in the configuration management database (CMDB).
o Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket.
- Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
- Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
- Works directly with Shift lead and O&M leadership for guidance
- Incident Escalation:
o Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II.
- Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
- Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
- Evaluates and provides feedback for training, standard operating procedures, and tools.
- Assist in training Network controllers within O&M.
- Effectively communicates with the O&M team and the customer.
- Provide technical advice and insight to peers and customers to assist in resolution of complex issues.
- Demonstrate proficiency in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.
Basic Qualifications
- Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
- Ability to work in a 24/7 operation.
- Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
- Expertise in three or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
- General understanding of network topologies, both transport and IP.
- Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.
- High school and 2-4 years of experience.
