Senior Operations Support SME

Responsibilities

• Troubleshoot system issues and perform first-level corrective maintenance.
• Address complex user questions and provide clear guidance and technical support.
• Support other help desk technicians when advanced assistance is needed.
• Deliver concise operational updates to customer teams and stakeholders.
• Follow and maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Maintain and update ticket tracking systems and operational documentation.
• Monitor system and network status and assist with issue resolution and escalation.
• Support day-to-day operational activities within a fast-paced mission environment.
• Document issues, resolutions, and operational activities to ensure continuity and accountability.

Qualifications

• CLEARANCE: Active Top Secret / SCI and Full Scope/Lifestyle Polygraph is required upon application for initial consideration.
• EDUCATION: BA/BS degree and applicable experience, or equivalent combination of education and experience supporting customer operations, help desk, or technical support environments.
• REQUIRED SKILLS AND EXPERIENCE: Experience supporting users in a help desk, service desk, operations center, or technical support environment. Strong troubleshooting and problem-solving abilities. Experience working with ticket management systems. Ability to communicate technical issues and operational status to both technical and non-technical audiences. Experience following and maintaining SOPs and SLAs. Strong written and verbal communication skills. Ability to work independently and collaboratively within a team environment.

Benefits

• 401(k)
• Dental insurance
• Medical insurance
• Health Savings Account option
• Flexible Spending
• Vision insurance
• Life and Disability Insurance
• Ancillary offerings (Hospital Indemnity, Accident, Critical Illness, Pet Insurance)
• Paid Time Off
• Holiday pay