Event Monitoring Services Engineer

🕒 June 23

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Empower AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🎖️ Defense

🏥 Healthcare

📦 Logistics

Defense • Healthcare • Logistics

Empower AI, formerly known as NCI, is a company that enhances the capabilities of public sector teams through advanced artificial intelligence solutions. With a focus on federal agencies, Empower AI leverages its extensive technical expertise to address complex challenges in both Civilian and Defense missions, enabling government leaders to boost workforce productivity and make informed decisions quickly. The company's offerings encompass a range of specialties, including AI, cybersecurity, software development, and cloud migration, aimed at facilitating meaningful transformation within government operations.

📋 Description

• 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 SolarWinds 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 (ServiceNow) • 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.

🎯 Requirements

• Public Trust Clearance or ability to obtain • ITILv4 Foundation Certification within 120 days of start date • Great communication skills • 1+ years experience with SolarWinds or similar tools • Previous experience working in a NOC • Operates with appreciable latitude in developing methodology and presenting solutions to problems • Experience performing information network and physical infrastructure support including hardware/software for routers, switches, servers, printers, scanners, and video teleconferencing (VTC suites) • Experience troubleshooting wireless networks and Wireless Access Points (WAPs) • Must be willing to work a variety of shifts, including holidays as scheduled. • 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.

🏖️ Benefits

• Health insurance • Flexible work arrangements