Mission IT Operator

Responsibilities

• Responsible for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems Analysis techniques and procedures.
• Ensure appropriate function of hardware, software, or system functional specifications.
• Analyzes, troubleshoots, and resolves issues with IT infrastructure including user systems, servers, storage, and network connectivity.
• Provides system administration for assigned infrastructure and establishes and maintains security as it relates to users.
• Supports new infrastructure projects.
• Maintains all configuration documentation for assigned infrastructure.
• Master the steps required to effectively manage and prioritize incidents.
• Support in times of high call volume, first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels.
• Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.
• Create and manage support tickets in a web-based ITSM/CRM platform while actively troubleshooting and communicating with end users.
• Perform initial assessment, triage, and resolution for common incidents; escalate complex or critical issues to Tier 2 or appropriate technical teams
• Ensure that all technical baseline infrastructure is maintained at an optimal level to satisfy customer mission needs.
• Monitor, recognize, evaluate, and correlate system and network problems.
• Responsible for maintaining a privileged user level of access, across numerous high-priority systems.
• Interface daily with government and partner country senior leadership, system operators, and engineers at the site and across the enterprise.
• Interpret system documentation and record problems in appropriate reporting tools.
• Support after-action activities, by collecting data that describes the environment at the time of the failure.
• Serve as a single point of contact for monitoring, troubleshooting, and anomaly resolution.
• Restart system services and hardware as needed.
• Escalate problems to Tier 2 level as required, and notify mission director if priority or severity necessitates.
• Cook with any required resources across the enterprise to resolve operational issues.
• Work with other 24x7 ground segments across multiple locations providing enterprise-level maintenance support, with high customer visibility into all actions and responses.

Requirements

• Active TS/SCI with Poly required.
• Must have a current DODI 8570.01-M IAT Level II Certification, Security+ Certification.
• Excellent communication skills ensuring effective and accurate exchange of information across a multi-location enterprise, with customer visibility into crew-based actions and responses.
• Must be able to work a non-standard work week, weekends, and holidays; 12-hour shift work expected in support of 24x7 operations.
• System administration experience to include UNIX, Linux, and Windows platforms.

Qualifications

• Active TS/SCI with Poly required.
• DODI 8570.01-M IAT Level II Certification, Security+ Certification.
• Excellent communication skills ensuring effective and accurate exchange of information across a multi-location enterprise, with customer visibility into crew-based actions and responses.
• Ability to work a non-standard work week, weekends, and holidays; 12-hour shift work expected in support of 24x7 operations.
• System administration experience to include UNIX, Linux, and Windows platforms.

Benefits

• Pay Range: $58,400 - 116,900 USD
• 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 $58,400 - 116,900 USD