TOC Tier I (Technical Operations Center)

Job TypeFull-timeDescriptionSpatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a TOC Tier I to join our team.Project OverviewThis program provides continuous (24/7/365) technical operations support for a federal agency’s enterprise IT environment. The effort focuses on monitoring, securing, and optimizing network infrastructure, mission-critical applications, and connectivity services to ensure reliable and efficient operations across the organization.Major Job FunctionsMonitor the USCIS Enterprise Architecture using SolarWinds Orion, Cisco DNAC, New Relic, and Aternity; acknowledge, triage, and route alerts in real time, and create and update ServiceNow incident tickets and work orders in accordance with the USCIS CCRM process.Perform basic configuration management, data collection, and implementation tasks under the direction of the Shift Supervisor; maintain accurate network documentation, including device status, circuit connectivity, and topology updates.Participate in USCIS change control and deconfliction activities, submit work orders through ServiceNow, and support network mapping efforts across the USCIS enterprise environment.Primary ResponsibilitiesUtilize Knowledge Management Articles (KMAs) to verify, scope, and troubleshoot assigned Service Desk tickets; provide ongoing incident updates to management and escalate to CIRT, CSIRT, or the Emergency Operations Center (EOC) as appropriate throughout the ticket lifecycle.Accurately document all incident activity in ServiceNow, including issue descriptions, stakeholder involvement, actions taken, root cause analysis, and resolution details.Collect and log system availability, uptime metrics, and device performance data using approved TOC tools; support cross-functional coordination with government and teams.Assist with implementation and maintenance activities, including coordinating with vendors, carriers, and USCIS support teams for device delivery, installation, and operational verification in accordance with approved change orders and USCIS CCRM procedures.Requirements Required Skills & Qualifications:Minimum 1–2 years of experience in a network operations, IT helpdesk, or system monitoring roleBasic understanding of networking concepts, including LAN/WAN, TCP/IP, DNS, DHCP, and routing/switching fundamentalsFamiliarity with IT service management (ITSM) platforms and ticketing workflowsStrong attention to detail and ability to follow documented procedures and escalation protocolsEffective written and verbal communication skills for incident documentation and shift handoffsDesired Skills & QualificationsExperience working in a Network Operations Center (NOC) or Security Operations Center (SOC)Hands-on experience with SolarWinds, ServiceNow, or similar enterprise monitoring/ticketing toolsExposure to federal government IT environments or DHS/USCIS systemsFamiliarity with the ITIL framework and change management processesExperience supporting SD-WAN or cloud-hosted application environments (AWS, Azure)Certifications: At least one of the professional certifications:CompTIA Network+ or equivalent entry-level networking credentialCisco CCNA or equivalent associate-level certificationAWS Cloud Practitioner or equivalent cloud fundamentals credentialAn active DHS/USCIS Public Trust background investigation is a plusAdditional InformationClearance: Must possess a Public Trust clearance or be able to obtain one.Work Authorization: Must be a U.S. Citizen per contract requirements.Work Environment: On-site in MS as required by the contract.This is a full-time, W2 position.Salary Range: $20.00 to $25.00 per hour.No agencies, third parties, or Corp-to-Corp submissions.Spatial Front Inc. is an Equal Opportunity Employer — all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.SFI participates in E-Verify.Salary Description$20.00 to $25.00 per hour