System Monitoring & Incident Responder (Hybrid)

Overview

• Tier One Technologies is seeking a System Monitoring & Incident Responder to provide Tier 1 Outside-of-Hours (OOH) support for a wide range of computer systems, networking equipment, and applications for our U.S. Government client.
• This hybrid 1-year contract position with 4-year extension will be located in Golden, CO.
• An Outside-of-Hours (OOH) support will be provided in rotating 12-hour shifts, tentatively scheduled as follows:
  • Sunday night (6PM-6AM) * Monday night (6PM-6AM) * Tuesday night (6PM-6AM)
  • Wednesday night (6PM-6AM) * Saturday day (6AM-6PM) * Sunday day (6AM-6PM)
  • Thursday night (6PM-6AM) * Friday night (6PM-6AM) * Saturday night (6PM-6AM)
• Must be a US Citizen.
• SELECTED CANDIDATES WITHOUT REQUIRED CLEARANCE WILL BE SUBJECT TO A FEDERAL GOVERNMENT BACKGROUND INVESTIGATION TO RECEIVE IT.

Responsibilities

• The computing environment is diverse, consisting of Intel-based workstations and servers running Windows and Linux operating systems. Most servers are virtualized on a VMware vSphere infrastructure spanning three data centers. The network architecture includes FortiGate routers, Juniper firewalls, and a combination of Aruba (HP) and Dell switches.
• The client utilizes monitoring software to oversee system performance and a ticketing system to track all identified issues.
• Tier 1 response means that Responder will be the first point of contact upon receiving initial notifications of critical system issues or security breaches, either from the client’s automated alert systems or directly from staff members.
• Outside-of-Hours (OOH) Responder personnel will receive notifications from either the monitoring system(s) or directly from client staff.
• Responders will be granted remote access to client systems in order to:
  • Use monitoring and ticketing systems
  • Review online documentation
  • Perform corrective actions on affected systems
• The responsibilities include following documented procedures when available, analyzing and understanding the nature of the issue, coordinating and executing resolution efforts, correcting faults when possible, and promptly escalating unresolved issues to in-house subject matter experts. All issues must be addressed and resolved within established service level timeframes.
• Some incidents may be complex, and the root cause may not be the system or sub-system that is most notably alarming.  The Responder should use their experience and knowledge to trace the failure to the root to notify the proper contact.
• Effectively coordinate with multiple individuals during troubleshooting and resolution efforts. Additionally, accurate and thorough documentation of all response activities—including system changes—must be entered into the client’s ticketing system. This documentation must include all necessary details for permanent staff to thoroughly retrace and investigate such events shall be recorded.
• Isolate issues to a specific computer, application, or networking component. They shall follow documented NOC procedures to perform corrective actions and, when necessary, attempt other reasonable troubleshooting methods to resolve the problem.
• If the issue cannot be resolved through documented or attempted procedures, the Responder will escalate the matter to Tier 2 IT staff and/or designated application experts. Upon a contract award, the client will provide the contractor with a Tier 2 contact list.
• Actively monitor the client’s systems and network via existing automatic monitoring software, currently ICINGA, (however a similar system can be implemented), and other emerging tools, and provide Tier 1 emergency response to critical IT infrastructure, network, and application problems.

Qualifications

• Associate or Bachelor’s degree in computer related field is preferred.
• 2+ years of experience in computer tech support.
• Must be proficient in all operating systems used within the client environment, including Microsoft Windows and Linux. Familiarity with U.S. Department of the Interior (DOI) and U.S. Geological Survey (USGS) security regulations, standard operating procedures (SOPs), and relevant industry best practices is also required.
• Strong verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
• Must be a US Citizen and be able to obtain a DoD Public Trust clearance.
• Must not have traveled outside the US for a combined total of 6 months or more in the last 5 years.
• Must have resided in the US for the last 5 years.