Event Monitoring Services Engineer

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.

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.
• The shift for this position is Sunday-Wednesday 11pm-9am.
• 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.
• Run daily Production Meeting.

Requirements:

This following are REQUIRED for this position:

• Public Trust Clearance or ability to obtain.
• ITILv4 Foundation Training and certification.
• 4 - 7 years of experience and bachelor's degree
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.
• The shift for this position is Sunday-Wednesday 11pm-9am.
• 1+ years experience with SolarWinds or similar tool.
• 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.
• Great communication skills.

Desired:

The following are DESIRED for this position:

• 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.

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).

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm's overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.