Monitoring & Incident Response Help Desk (SHIFT WORK)

1 week ago

Washington, DC, United States System One Holdings, LLC Full time
Monitoring and Incident Response Team Member (Help Desk)
100% Remote (Must live in the Washington DC area)
6 Month Contract (Possibly Permanent)
Compensation: $36.50/hr W2 ONLY
Per Federal Contract U.S. Citizenship is required
Security Clearance: Must be able to pass federal background check for Public Trust clearance

The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.

The selected individual will be a member of the Monitoring and Incident Response Team primarily responsible for monitoring our customer's network and infrastructure and managing communication during incidents. MIRT team members work a 24/7 shift schedule and are the primary point of escalation for any significant service outages or degradations; working closely with government management to coordinate troubleshooting and stakeholder communications.

Schedule: Candidate would be a part of a team supporting a 24/7/365 operation. Candidates may be asked to support weekend and overnight shifts on a part-time basis to supplement the existing team. Please only apply if this schedule works for you, as there is no flexibility on this.

Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer's information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer. This process is currently taking 10+ weeks.

Team & Schedule

  • 24x7 operation, similar to a NOC (Network Operations Center).
  • Single-threaded role; candidate will often be working alone on shift.
  • Requires flexibility, especially on weekends.
  • Weekend shifts currently:
  • 6 AM - 6 PM
  • 6 PM - 6 AM
Will also include select weekday shifts. Schedule will be fixed, not rotating weekly. Must be willing to cover other shifts if teammates take PTO/sick leave. Shift determination expected by next week. Likely to be night shift for weekend coverage.
Primary Responsibilities
  • Network operations focus-not security.
  • Monitor systems, tools, and infrastructure.
  • Open tickets, log incidents, and escalate appropriately.
  • Spin up incident bridges following the call tree.
  • Includes communication with federal customers and various technical contacts.
Communicate effectively as the first responder when a site or system goes down. Coordinate with telecom vendors (e.g., AT&T) during outages. Thorough documentation and shift turnover communication required.

Desired Skills & Tooling
Experience with monitoring tools such as:
  • Splunk
  • SolarWinds
  • Other common network monitoring platforms
  • Strong communicator, organized, comfortable under pressure.
  • Ability to work independently.


Required Qualifications:
• High School Diploma or equivalent
• 4+ years of applicable work experience
• Ability to obtain and maintain a public trust security clearance
• U.S. Citizen
• Experience supporting Windows 7, Windows 10, and MS Office 2013
• Experience using SNOW (ServiceNow), Remedy or a similar ticketing system
• Strong analytical and follow through skills
• Strong verbal and written communications skills
• Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
• Ability to work well independently on defined tasks
• Ability to work well as part of a team

Ref: #850-Rockville (ALTA IT)

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