Mission IT Operator

Responsibilities

• Conduct a formal shift handoff/turnover briefing with the outgoing crew, reviewing open incidents, high interest items, and current system status via HelpNow enterprise dashboards
• Contribute site status and high interest items to the daily internal program standup, providing cross-team situational awareness to ISC, Integrated Operations (IO), and other program teams
• Analyze, troubleshoot, and resolve issues with IT infrastructure including user systems, servers, storage, network connectivity, and security controls across mission and business infrastructure platforms
• Provide system administration for assigned infrastructure; establish and maintain user security and configuration documentation
• Ensure technical baseline infrastructure is maintained at optimal level to satisfy customer mission needs
• Support new infrastructure projects in alignment with mission requirements and system integrity
• Restart system services as needed (remote/software only)
• Serve as the single point of contact for all inbound incidents and service requests via phone, email, chat, and walk-up channels
• Perform initial triage, troubleshooting, and resolution for common incidents across mission and business infrastructure systems; escalate complex or critical issues to Tier 2 or appropriate technical teams
• Notify the mission director when incident priority or severity warrants escalation
• Ensure all support interactions are resolved in accordance with SLAs and performed with a high level of customer satisfaction
• Create and disable user accounts, manage access permissions, and administer group policies in accordance with access control and security standards
• Issue, reset, and administer RSA/MFA tokens and perform password resets in compliance with security requirements
• Maintain privileged user access across numerous high-priority systems, adhering to strict security and compliance standards
• Track and document all actions, incidents, and resolutions within HelpNow throughout the shift; leverage enterprise dashboards to support shift changeover, program meetings, and customer requests
• Monitor and report on SLA adherence and metrics trends; flag anomalies and recurring issues to leadership
• Maintain and contribute to the knowledge base with accurate, repeatable solutions
• Support after-action activities by capturing data that describes the environment at the time of a failure
• Coordinate with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams to resolve operational issues, ensuring timely escalation and transparent communication
• Interface with government leadership and mission directors as required, maintaining high visibility into crew-based actions and responses
• Monitor designated program chat groups and collaboration channels to maintain cross-team situational awareness
• Work with 24x7 ground segments across multiple locations to provide enterprise-level support

Qualifications

• Active TS/SCI with Polygraph (mandatory)
• Current DoD 8570.01-M IAT Level II Certification (e.g., Security+)
• Excellent communication skills ensuring effective and accurate information exchange across a multi-location enterprise
• Ability to work non-standard work week, weekends, and holidays; 12-hour shift work in support of 24x7 operations
• System administration experience including UNIX, Linux, and Windows platforms

Benefits

• Comprehensive benefits such as healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits

Pay

• The Proposed Salary Range For This Position Is $47,900 - $95,600