Empower AI

Network Operations

• Provide phone, remote, and desk-side technical support for network connectivity and Building Automation Switches
• Proactively monitor GSA infrastructure using SolarWinds and other tools
• Provide Help Desk assistance, answer phones, manage web content, and monitor the EM&EM ticketing queue
• Document all work in the ServiceNow ITSM system
• Coordinate with onsite staff to resolve network and other IT issues
• Assist with basic network and server configuration
• Respond to complex technical control facility hardware and software problems
• Interface with telecommunications vendor support groups for escalation during outages or degraded performance
• Monitor and respond to hardware, software, and network problems
• Support routine testing and analysis of network facility elements, including power, software, communications equipment, modems, and terminals
• Use software and hardware tools to identify and diagnose complex network performance problems
• Troubleshoot network systems
• Support testing, installation, and maintenance of LAN/MAN/WAN communications systems
• Assist with information systems operations, telecommunications operations, data entry, data control, LAN/MAN/WAN administration, operating systems programming, security policy procedures, and operations support

Junior Network Operations Center – NOC Analyst

Technician

• Perform initial triage of incoming IT incidents and service requests received via phone, email, chat, and ServiceNow self-service portal
• Gather diagnostic information and determine the nature of each request
• Categorize and prioritize tickets according to J6 Impact and Priority Based Incident Categorization procedures
• Conduct basic Tier I troubleshooting to resolve simple issues at first contact before routing to Tier II teams
• Route unresolved incidents and service requests to appropriate deskside, remote support, or specialized teams
• Document triage activities in ServiceNow with accurate categorization, priority, and initial troubleshooting notes
• Monitor incoming ticket queues and ensure new requests are triaged within defined response timeframes
• Communicate with end users to gather information needed for triage and routing
• Identify recurring issues or patterns and escalate them to the Problem Manager or team leads
• Ensure routed tickets contain sufficient documentation for receiving technicians
• Participate in triage process reviews and suggest improvements to routing procedures and categorization schemas

Tier II Deskside Technician, Triage

Engineer

• Provide engineering, integration, modernization, sustainment, and cybersecurity support for Army FRCS, ICS, UMCS, SCADA, BAS, DDC, and utility metering infrastructures
• Plan, design, install, test, and deploy OT solutions improving facility operations, energy management, infrastructure resilience, and mission assurance
• Conduct site surveys, requirements analysis, stakeholder interviews, infrastructure assessments, and data collection
• Develop Site Survey Reports, COAs, technical recommendations, cost estimates, BOMs, and modernization roadmaps
• Design, engineer, install, integrate, configure, and test OT solutions for Army facilities and utility infrastructures
• Install, replace, repair, modify, and upgrade meters, sensors, actuators, controllers, PLCs, RTUs, gateways, and communications equipment
• Support deployment and sustainment of SCADA, FRCS, BAS, DDC, UMCS, utility metering, and centralized management systems
• Develop SDPs, EIPs, network diagrams, wiring packages, migration plans, test plans, and as-built documentation
• Design and integrate OT communications networks using BACnet, Modbus, LonWorks, IP-based, serial, and vendor-specific protocols
• Validate interoperability among control systems, enterprise platforms, cybersecurity solutions, and OT devices
• Perform FAT, SAT, system validation, troubleshooting, and turnover activities
• Support OT modernization, technology refresh, and lifecycle replacement projects
• Troubleshoot hardware, software, networking, controller, communications, and integration issues
• Coordinate installations with facility personnel, Government Project Leads, Technical Monitors, vendors, and subcontractors
• Maintain compliance with UFC, UFGS, Army regulations, FRCS standards, and OT implementation guidance
• Support RMF, STIG compliance, vulnerability remediation, and secure system integration
• Provide operator familiarization, technical training, system turnover support, and sustainment guidance
• Develop and maintain project documentation, engineering packages, test reports, training materials, lessons learned, and operational procedures

Junior Network Operations Center – NOC Analyst

Tier II Deskside Technician, Triage

Operational Technical Engineer