A large government client of ours is seeking an experienced NOC Technician to join their dynamic team.
•Create and update tickets utilizing Service Now.
•Independently triages and manages ticket queue in respective technology, and provides feedback and guidance for tickets of concern
•Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
•Incident Correlation and Fault Analysis:
o Proactively analyze alarms
o Provide detailed analyses leading to resolution of the
alarm conditions, including filtering and correlating fault
information
o Identifying the fault condition and its impacts
o Isolating root causes
o Coordinating correction of fault situations regardless of
the fault in the infrastructure.
o Assist in developing and maintaining a centralized,
known error database containing defects, failures,
causes, and repair actions including workarounds taken
to resolve these failures in support of incident and
problem resolution.
•Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
•Incident Analysis (Fault Isolation):
o Support the fault isolation process
o Diagnoses and troubleshoot utilizing procedures to
isolate where the fault occurs
o Identify failed network element(s) i.e. systems,
hardware, software, circuits, or facilities.
o Activities include: testing, fault troubleshooting, fault
localization, fault logging and assignment
•Support all customers to include providing global situational awareness support.
•Fault Correction:
o Correct/replace faulty network elements, coordinating
with other service providers as necessary.
•Verify that service has been restored upon resolution of all customer-initiated tickets.
•Network/Service Restoration:
o Restore networks and service to full operation
o Coordinate with other service providers as necessary to
track service restoration and meet the DISN SLA and
customer negotiated SLAs.
o Identify failures that are attributable to a different
causes and impacts
o Conduct reroute and normalization of services and
circuits due to outages, degradation, or Authorized
Service Interruptions (ASIs).
o Reroute routine circuits within 24 hours of notification
o Documenting reroute in the configuration management
database (CMDB).
o Provide updates on outages from technicians and/or
government incident tickets until a resolution or path to
resolution is identified and documented in ticket.
•Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
•Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
•Works directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.
•Incident Escalation:
o Fault escalation, customer coordination and
communications, and ticket system updates and status
reporting utilizing procedures between Tier I and Tier II.
•Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
•Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
•Evaluates and provides feedback for training, standard operating procedures, and tools.
•Assist in monitoring training Network controllers within O&M.
•Assist in training junior-level Network controllers within O&M.
•Effectively communicates with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.
•Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.
•Demonstrates comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad understanding of other related specialty areas.
•Provide advanced level technical support of the DISN customer.
•Independently works on projects or assignments for future operations within O&M and impacting the DISN
•Resolve multi-layer complex issues that cross several NOC or domain within O&M
•Demonstrate extensive proficiency in specialized functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.
Basic Qualifications:
•Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
•Ability to work in a 24/7 operation.
•Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
•Advanced Knowledge in four or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
•General understanding of network topologies, both transport and IP.
A large government client of ours is seeking an experienced NOC Technician to join their dynamic team.
• Create and update tickets utilizing ITSM.
• Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
• Incident Correlation and Fault Analysis: Proactively analyze alarms; provide detailed analyses; leading to resolution of the alarm conditions, including filtering and correlating fault information; identifying the fault condition and its impacts; isolating root causes; coordinating correction of fault situations regardless of the fault in the infrastructure
• Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location of incidents
• Incident Analysis (Fault Isolation): Support the fault isolation process; diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs; identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities; Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment
• Support all customers to include providing global situational awareness support.
• Fault Correction: Correct/replace faulty network elements, coordinating with other service providers as necessary; Verify that service has been restored upon resolution of all customer-initiated tickets
• Network/Service Restoration: Restore networks and service to full operation; Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs; Identify failures that are attributable to a different causes and impacts; Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs); Reroute routine circuits within 24 hours of notification; Documenting reroute in the configuration management database (CMDB); Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket.
• Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
• Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined
• Works directly with Shift lead and O&M leadership for guidance
• Incident Escalation: Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II. Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
• Demonstrated knowledge of training, standard operating procedures, and tools within O&M: Evaluates and provides feedback for training, standard operating procedures, and tools; Assist in training Network controllers within O Effectively communicates with the O&M team and the customer.
• Provide technical advice and insight to peers and customers to assist in resolution of complex issues.
• Demonstrate proficiency of several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.
BASIC QUALIFICATIONS:
• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
• Ability to work in a 24/7 operation.
• Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
• Expertise in three or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
• General understanding of network topologies, both transport and IP.
This position requires U.S. citizenship with an active Top Secret clearance.
Job Responsibilities: Responsible for performing, training team and developing processes for the following duties:
Create/update/resolve unclear problems and issues faced, utilizing a broad knowledge of the network architect, utilizing the Service Now platform
Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents
Execute network operations to include configuration and analysis of customer circuits across Time Division Multiplexing (TDM) and Session Initiated Protocol (SIP) trunks.
Work directly with customers, UC stakeholders, and leaders internal and external to the organization across multiple areas to ensure maximum network availability to minimize or eliminate mission and operational impact.
Proactively monitor network alarms across platform specific network management tools.
Support all customers to include providing global situational awareness support.
Verify that service has been restored upon resolution of all customer-initiated tickets
Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined
Proactively monitor network alarms across platform specific network management tools.
Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
Utilize incident management applications to document all aspects of reported outages/degradations, isolations, escalations, and resolutions during the lifecycle of a service impacting network incident.
Perform configuration maintenance on route plans, route lists device profiles, calling search spaces, and route partitions.
Utilize incident management applications to document all aspects of reported outages/degradations, isolations, escalations, and resolutions during the lifecycle of a service impacting network incident.
Assess, identify and recommend resolutions to various network incidents and/or configuration deficiencies
Develop and/or recommend solutions and processes pertaining to UC and DRSN operations.
Minimum Qualifications:
Hold DoD-8570 IAT Level 2 baseline certification (Security+ CE or equivalent) prior to start date.
Able to work in a 24x7 shift work environment.
Must have an active DoD Top Secret security clearance.
Requires general understanding of both voice infrastructure and IP network topologies.
Desired Qualifications:
Tech control facility or cyber transport experience
Circuit actions experience
Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint, TEAMs.
Experience with one or more of the following: alarm surveillance, call routing, session initiated protocol, media call flow, packet capture analysis, Juniper IP technologies
Knowledge in one or more of following: routers, switches, crypto devices, CISCO, Juniper, video teleconferencing (VTC), voice services, EVoIP/ECVoIP, VoSIP, fly-away kits, Defense Red Switch Network (DRSN), DSN Core.
Required Education & Experience:
Typically requires high school diploma or equivalent and 2 – 4 years of prior relevant experience.
Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support. Read LessPrimary Responsibilities:
Responsible for assisting with the following duties:
Create and update tickets utilizing DISA ticketing applications to aid in customer problem tracking and resolution in all aspects of the network integral to our clients Baseband, IF and RF communications.Monitor network events and element management failures in real-time on a 24x7x365 basis.Perform IP network support to include configuration of routers, switches, firewalls and voice equipment.Perform IP satellite modem support to include configuration and issue of option/boot/RSP files.Remotely access and de-access customers into the IP/SATCOM networksWork with DoD SATCOM Gateway facilities and deployed operators to troubleshoot and resolve SATCOM and IP network issues.Verify equipment is operating in the baseline configuration.Remotely provide global equipment configurations at DoD SATCOM Gateways utilizing the Satellite Access Authorization (SAA) and Gateway Access Authorization (GAA).Basic Qualifications:
Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.Ability to work in a 24/7 operations environment.Moderate experience with one or more of the following: Utilization of SAA/GAAs as a source documentation for network configuration.Moderate understanding and experience with the operation and configuration of MILSATCOM encryption devices.Moderate understanding and experience with Satellite Communications (SATCOM) architecture and signal flow.Currently possess an active Secret security clearance.Ability to manage IP over SATCOM networks using iDirect/Linkway/EBEM or equivalent FM-TDMA hubsRequired Education and Experience:
High school diploma and 2-4 years of experience.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support. Read LessA large client of ours is seeking an experienced Software Developer II to join their dynamic team.
• Experience developing software with Java, C++, or Python
• Experience developing software with Agile scaled principles
• Experience with Object Oriented design/development including the employment of Design Patterns
to facilitate the utilization of software insulation techniques and plugins
• Experience working with Linux and UNIX environments
• Strong skills with Integrated Development Environments (IDE) such as Eclipse
• Familiar with UML syntax and its use
• Familiar with driver-based and automated test environments
High proficiency in C++ or equivalent object-oriented computing language, Matlab, and, scripting languages.
• Demonstrated experience in two or more of the following areas: systems engineering, software and system analysis, requirements development, verification and validation, trade studies, modeling and simulation, or integration and test
Solid State Radar Experience/Radar experience
• Strong mathematics background in linear algebra, statistical analysis and signal
processing.
• Functional knowledge of Radar systems, subsystems and designs with familiarity of design tools
for radar
• Radar systems development experience including algorithms, software, data analysis, and modeling
• Creating SysML model based systems engineering artifacts in Cameo or similar tool
• 2-4 years' experience in software development, maintenance, or support in an Open/Layered Architecture Environment, Operating Environments; Model-based tools; Information Assurance; Tools Development; Safety Analysis; Real-Time System Data Analysis; Problem Analysis; System Integration
• Serve as an on-site IT service delivery resource, owning end-user support and local service operations for a high-demand location, ensuring consistent service quality and minimal disruption to business operations.
• Manage and resolve Incidents and Service Requests across desktop, hardware, peripherals, and user applications through walk-up support, phone, and ticketing systems, ensuring accurate logging, prioritization, escalation, and closure in accordance with defined Service Level Agreements (SLAs).
• Perform on-site analysis, diagnosis, and resolution of complex technical issues, restoring service quickly while identifying root causes and contributing to Problem Management efforts to reduce recurring incidents.
• Install, configure, test, maintain, and support end-user computing environments, including desktops, laptops, mobile devices, printers, scanners, presentation systems, telephony, and network-connected peripherals, in alignment with approved configuration and security standards.
• Execute device builds, upgrades, refreshes, and repairs across multiple operating systems and platforms, following established Change and Release Management processes to minimize risk and ensure service continuity.
• Act as a local escalation point for desktop and endpoint services, collaborating with centralized Technology, Infrastructure, and Service Desk teams to coordinate resolutions, maintenance activities, and enterprise initiatives.
• Ensure the reliability of end-user connectivity and physical infrastructure, including workstation network jacks and cabling, coordinating remediation as needed to maintain service availability.
• Provide remote and on-site support for users at sister locations as required, supporting consistent service delivery across geographically dispersed sites.
• Maintain accurate IT asset and configuration records, supporting asset lifecycle management, inventory accuracy, audit readiness, and compliance with organizational and contractual requirements.
• Contribute to continuous service improvement by identifying trends, documenting solutions, developing knowledge articles, and recommending process or technology enhancements to improve efficiency and user experience.
• Deliver a high level of customer-focused service, communicating clearly with users and stakeholders, setting expectations appropriately, and translating technical solutions into business-friendly language.
Qualifications:
A High School diploma and 4 years of experienceAn Associate’s degree in lieu of 2 years of experienceUnited States CitizenshipTravel up to 10% (on an as needed basis) to our sister locations in Herndon, Arlington and Alexandria, VA.Demonstrated experience supporting end-user services and core workplace technologies, including Windows 11, endpoint management (e.g., Intune), approved remote support tools, and identity/access services (e.g., Active Directory).Strong working knowledge of endpoint and desktop hardware to support incident resolution and request fulfilment within agreed service levels.Strong understanding of PC internal components to accurately diagnose faults, restore service, and document resolutions for knowledge reuse.Hands-on hardware troubleshooting experience, including structured triage, escalation when required, and clear work notes to support incident management.Experience supporting a range of workplace and network-access equipment (e.g., routers, switches, Teams telephony) in alignment with service support processes (incident/request fulfilment) and approved standard changes.Working knowledge of relevant protocols, operating systems, security policies, and technology standards to ensure consistent service operation and support continual improvement.Ability to use approved support tools, replacement components, and peripheral accessories safely and consistently, following documented procedures and change controls as applicable.Ability to read and apply technical manuals, OEM guidance, and internal procedural documentation; contribute to knowledge articles to improve future incident resolution and request fulfilment.
Additional desired experience and skills:
Customer-focused mindset with a commitment to co-creating value and delivering positive user experienceAbility to assess impact and urgency to prioritize incidents and service requests, meeting agreed service levels in a high-pressure environment. Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support. Read Less
Job Title: Service Desk Technician
Job Summary
The Service Desk Technician I serves as the first point of contact for IT incidents and service requests, with an expanded focus on shift-left support, automation utilization, and proactive issue resolution. This role is responsible for resolving a higher volume of incidents at first contact by leveraging advanced troubleshooting techniques, knowledge-centered support (KCS), and automation tools.
Key Responsibilities
· Serve as the primary point of contact for all IT support requests via phone, chat, email, and self-service portals
· Perform advanced first-level troubleshooting across endpoints, applications, and access management
· Resolve a broader range of issues at Tier 1 through shift-left practices, minimizing escalations to Tier 2
· Utilize and execute automation tools for routine tasks (e.g., account unlocks, software installs, device remediation)
· Identify repeat issues and contribute to automation opportunities and process improvements
· Create, update, and maintain knowledge base articles following Knowledge-Centered Service (KCS) practices
· Actively promote and guide users toward self-service capabilities and automation tools
· Monitor ticket queues and proactively address aging tickets to maintain SLA/SLO compliance
· Ensure accurate, detailed, and standardized documentation of all incidents and requests
· Collaborate with Tier 2/3 teams to refine troubleshooting steps and reduce future escalations
· Participate in continuous improvement initiatives, including problem management and root cause analysis
· Provide high-quality customer service with clear communication and expectation setting
Required Qualifications
· 1–3 years of experience in a service desk or technical support role
· Strong working knowledge of:
o Windows OS and endpoint environments
o Microsoft 365 / cloud-based collaboration tools
o Active Directory / identity and access management
· Experience with ITSM tools (e.g., ServiceNow, Jira, Remedy)
· Demonstrated ability to troubleshoot beyond basic scripts and resolve issues independently
· Strong written and verbal communication skills.
Preferred Qualifications
· Industry certifications (e.g., CompTIA A+, HDI Support Center Analyst, ITIL Foundation)
· Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred)
· Familiarity with endpoint management tools (e.g., Intune, SCCM, JAMF)
· Exposure to remote monitoring and management (RMM) tools
· Experience in a Knowledge-Centered Service (KCS) environment
Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support.Company DescriptionMarathon TS provides a full range of professional services for clients that require support from professionals with specialized skills and experience in a specific technical area or subject matter. Marathon TS also provides IT solutions, including strategy, operations, transformation and mission support. Read LessA large government client of ours is seeking an experienced NOC Technician to join their dynamic team.
•Create and update tickets utilizing Service Now.
•Independently triages and manages ticket queue in respective technology, and provides feedback and guidance for tickets of concern
•Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
•Incident Correlation and Fault Analysis:
o Proactively analyze alarms
o Provide detailed analyses leading to resolution of the
alarm conditions, including filtering and correlating fault
information
o Identifying the fault condition and its impacts
o Isolating root causes
o Coordinating correction of fault situations regardless of
the fault in the infrastructure.
o Assist in developing and maintaining a centralized,
known error database containing defects, failures,
causes, and repair actions including workarounds taken
to resolve these failures in support of incident and
problem resolution.
•Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
•Incident Analysis (Fault Isolation):
o Support the fault isolation process
o Diagnoses and troubleshoot utilizing procedures to
isolate where the fault occurs
o Identify failed network element(s) i.e. systems,
hardware, software, circuits, or facilities.
o Activities include: testing, fault troubleshooting, fault
localization, fault logging and assignment
•Support all customers to include providing global situational awareness support.
•Fault Correction:
o Correct/replace faulty network elements, coordinating
with other service providers as necessary.
•Verify that service has been restored upon resolution of all customer-initiated tickets.
•Network/Service Restoration:
o Restore networks and service to full operation
o Coordinate with other service providers as necessary to
track service restoration and meet the DISN SLA and
customer negotiated SLAs.
o Identify failures that are attributable to a different
causes and impacts
o Conduct reroute and normalization of services and
circuits due to outages, degradation, or Authorized
Service Interruptions (ASIs).
o Reroute routine circuits within 24 hours of notification
o Documenting reroute in the configuration management
database (CMDB).
o Provide updates on outages from technicians and/or
government incident tickets until a resolution or path to
resolution is identified and documented in ticket.
•Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
•Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
•Works directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.
•Incident Escalation:
o Fault escalation, customer coordination and
communications, and ticket system updates and status
reporting utilizing procedures between Tier I and Tier II.
•Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
•Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
•Evaluates and provides feedback for training, standard operating procedures, and tools.
•Assist in monitoring training Network controllers within O&M.
•Assist in training junior-level Network controllers within O&M.
•Effectively communicates with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.
•Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.
•Demonstrates comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad understanding of other related specialty areas.
•Provide advanced level technical support of the DISN customer.
•Independently works on projects or assignments for future operations within O&M and impacting the DISN
•Resolve multi-layer complex issues that cross several NOC or domain within O&M
•Demonstrate extensive proficiency in specialized functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.
Basic Qualifications:
•Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
•Ability to work in a 24/7 operation.
•Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
•Advanced Knowledge in four or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
•General understanding of network topologies, both transport and IP.
