Event Monitoring Services Engineer

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit www.

Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active‑duty and veteran employees.

SUMMARY

DIGIT 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 leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers.

The team is comprised of the best‑in‑class technology partners to leverage forward‑leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

RESPONSIBILITIES

This position 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.
• Conduct the daily 8:30 Operations call with Key GSA stakeholders and vendors on Thursday and Fridays.
• Proactively monitoring the GSA infrastructure using Solar Winds and other tools.
• Provide Help Desk assistance, including answering phones and or web content and monitoring the EM&EM Ticketing queue.
• Document all work in our ITSM system (Service Now).
• Coordinate with staff onsite to resolve network and outer IT issues.
• 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

This following are REQUIRED for this position:

• Public Trust Clearance or ability to obtain.
• ITILv4 Foundation…