NOSC Technician

Provide operational support to the Defense Threat Reduction Agency (DTRA) Network Operations and Security Center (NOSC), ensuring continuous availability, security, and performance of enterprise IT infrastructure. Maintain real-time situational awareness of global networks, servers, storage systems, and services, leading rapid response and restoration efforts during outages or degradations.

Monitor, manage, and troubleshoot IT systems using DoD-approved tools, performing patching, maintenance, and incident resolution while adhering to ITIL and ITSM processes. Coordinate with internal teams, vendors, DoD organizations, and mission partners to triage incidents, escalate issues, and drive resolution to meet service-level agreements.

Generate and manage incident tickets, reports, and communications, including outage notifications and executive summaries. Support Tier I–III operations, provide application and customer support, and ensure accurate documentation and reporting of system performance and incidents. Contribute to the development and enforcement of operational procedures, incident response protocols, and service delivery standards to maintain a secure, reliable, and efficient computing environment.

SHIFT WORK: Days \ Beginning of the Week: Sun, Mon, Tue, and every other Wed from 0600-1800 ET at Ft Belvoir.

• Support the Network Operations and Security Center (NOSC) for the Agency on a 24x7x365 basis, in accordance with requirements for a Defense Threat Reduction Agency NOSC and appropriate DoD Directives. Included in this objective, you will maintain real-time situational awareness of the DTRA IT Infrastructure and supported environments; shall lead restorative actions to ensure all networks, servers, network devices, and services remain operational and available.
• Monitor, manage, troubleshoot, fix/repair, install security patches, and communicate the health of the DTRA IT Server, Storage, and Network infrastructures to ensure continuous, secure, and efficient access to the full range of DTRA partners.
• Provide the full range of support services required to manage the day-to-day operations and systems administration of the DTRA IT computing environment, ensuring reliable, secure, and efficient availability of the current and evolving DTRA IT services and capabilities.
• Triage degradations and outages by isolating the issue, performing remediation and troubleshooting steps, escalating as needed, and following through to resolution.
• Report and conduct triage with vendors, DoD, and Government agencies; which includes opening incident tickets with these organizations and provide critical data for triage.
• Draft and send Outage Notification email reports for initial, updated, and resolved critical network events while adhering to established timelines for notification of critical network events and established Standard Operating Procedures.
• Provide application support to various DTRA offices as designated in Service Level Agreements (SLA) with those offices.
• Creating incident tickets, reports (BMC Smart Reporting), tasks, and work orders.
• Support Tier I–III system, networking, and engineering personnel to ensure network troubleshooting efforts
• Oversee real-time monitoring of global enterprise networks using DoD-approved tools (e.g., SolarWinds)
• Develop and enforce operational procedures, incident response workflows, and escalation protocols. 
• Interface with Mission Partners, DISA, Joint Forces, and Combatant Commands on network status, issues, and operational impacts.
• Prepare and deliver operational briefs, after-action reports (AARs), and executive summaries to senior leadership. 
• Troubleshoot, resolve, and/or escalate technical issues based on ticket assignments, deskside or remotely, as necessary.
• Correlate events and incidents for management of Information Technology (IT) Services.
• Provide great and prompt customer service to DTRA personnel by assisting them with IT-related issues.
• Document and communicate degradation of services or outage issues to customers and help with resolution.
• Follow ITSM and ITIL processes to ensure quality of services and prompt resolution.
• Utilize Remedy for queue and work management, ensuring assigned tickets stay within the program’s AQL/SLA commitments and are properly documented.

• BS degree and 8 – 12 years or Masters with 6 – 10 years of prior relevant experience in a network operations, help desk, or IT support role.  Specific experience, education and training may be considered in lieu of degree.
• Oral and written communication for change procedures, and management updates to all levels of government and contractor leadership.
• Familiarity with monitoring tools (e.g., SolarWinds, Nagios, Splunk, or similar).
• Experience with Remedy Ticket system.
• Proficient in Active Directory and managing user accounts and security groups for the agency.
• Understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and network protocols.
• Strong problem-solving and communication skills.
• Ability to work in a high-availability, fast-paced environment with attention to detail.
• Must possess an active Security or equivalent prior to start.
• Must be a U.S. citizenship and hold an active DoD TS/SCI at time of consideration.

• Customer Experience: Strive for excellence and delight our clients
• Innovation: Embrace creative thinking to enable continual growth and powerful solutions
• Accountability: Take ownership of and pride in our actions and service delivery
• Inspire: Be inspired to be your best self and have fun in the process
• Integrity: Do the right thing, the right way, every time!
• Stewardship: The careful and responsible management of something entrusted to our care.