IT Operator I

Location: VA Vienna - Headquarters Full/Part Time: Full-Time Regular/Temporary: Regular

Job Description

Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

Monitor Navy Federals enterprise systems, network and ATMs to ensure continuous availability. To troubleshoot, resolve and escalate incidents and problems when detected. To interface with vendors and ensure appropriate resolution during system outages or periods of reduced performance. Perform routine tests and maintenance of assigned systems, networks and peripheral equipment.


•    Monitor enterprise network for system performance and availability.
•    Monitor HP BSM, Gasper Vantage, Connex NMI,  and other consoles or dashboards to ensure optimum systems performance.
•    Detects, isolates, diagnoses, records, escalates and resolves operational issues, incidents and outages in a timely manner.
•    Create and update incident and change  tickets using HP Service Manager  
•    Respond to error messages, identifies and corrects problems
•    Activate ATM service teams under prescribed criteria to ensure timely repair of inoperative ATMs
•    Interface with other ISD areas and/or vendors to resolve enterprise system outages or periods of reduced performance, in accordance with established policies and procedures
•    Coordinate and prepares maintenance logs, and outage reports to reflect system, network, circuit, terminal component, and sub-system failures; actions taken, and whether problem was resolved
•    Perform routine tests of assigned systems and reports test results
•    Assists other ISD staff in testing and debugging new or updated system/applications
•    Maintain and operate peripheral equipment using established procedures


•    Ability to document and apply policies, standards and procedures
•    Experience in problem resolution including determining root cause, scope and scale of issues
•    Exposure to validating system availability and performance
•    Working knowledge of enterprise systems, terminal knowledge and IT terminology
•    Working knowledge of technical inter-relationships between software/hardware and desktop/LAN/Host systems
•    Basic research, analytical, and problem solving skills
•    Effective skill exercising initiative and using good judgment to make sound decisions
•    Effective skill in producing desired results and achieving goals and objectives
•    Effective skill supporting a global 24/7, member/customer focused services operation
•    Effective verbal and written communication skills
•    Working knowledge of enterprise system monitoring tools.  HP BSM and Service Manager experience is a plus
•    Ability to work independently and as part of a team

•    Associate's Degree in Information Technology or the equivalent combination of training, education, and experience

NIGHT SHIFT-Rotating Schedule, Every Other Weekend, 6:00pm-6:00am 

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability