Mission IT Operator

Mission IT Operator
Location – Las Cruces, NM
Position Summary
The Mission IT Operator is responsible for supporting a critical government mission operating around the clock, serving as the primary contact for all site issues during their assigned shifts. The role involves oversight of both mission-specific ground systems and business infrastructure platforms, requiring comprehensive knowledge of Windows and Linux environments within a global enterprise. Operators are expected to function effectively within a classified environment and follow established standing orders and standard operating procedures (SOPs). They must be able to identify and address anomalies—including those without a predefined playbook—while maintaining accuracy and composure under operational pressure.
Shift Details
• Shift Length: 12 hours per day
• Shift Hours: Days (06:00 AM–06:00 PM) | Nights (06:00 PM–06:00 AM)
Responsibilities
• Shift Operations & Turnover
o Conduct formal shift handoff and turnover briefings with the outgoing crew, reviewing open incidents, high-interest items, and current system status using HelpNow enterprise dashboards.
o Contribute site status and high-interest items to the daily internal program standup, ensuring cross-team situational awareness with ISC, Integrated Operations (IO), and other program teams.
• Systems & Infrastructure
o Analyze, troubleshoot, and resolve issues involving IT infrastructure, including user systems, servers, storage, network connectivity, and security controls across mission and business platforms.
o Perform system administration for assigned infrastructure, establish and maintain user security and configuration documentation.
o Ensure technical baseline infrastructure is maintained at optimal performance to meet customer mission requirements.
o Support new infrastructure projects in alignment with mission objectives and system integrity.
o Restart system services as required (remote/software only).
• Incident Management & Customer Support
o Act as the single point of contact for all incoming incidents and service requests via phone, email, chat, and walk-up channels.
o Perform initial triage, troubleshooting, and resolution for common incidents across mission and business infrastructure; escalate complex or critical issues to Tier 2 or designated technical teams.
o Notify the mission director if incident priority or severity requires escalation.
o Ensure all support interactions are completed according to service level agreements (SLAs) and maintain a high level of customer satisfaction.
• User Account & Access Management
o Create and disable user accounts, manage access permissions, and administer group policies in compliance with access control and security standards.
o Issue, reset, and administer RSA/MFA tokens and perform password resets while adhering to security protocols.
o Maintain privileged user access for high-priority systems in accordance with strict security and compliance requirements.
• Documentation & Reporting
o Track and document all actions, incidents, and resolutions within HelpNow during the shift; use enterprise dashboards for shift changeover, program meetings, and customer requests.
o Monitor and report on SLA compliance and metrics trends; flag anomalies and recurring issues to leadership.
o Maintain and enhance the knowledge base with accurate, repeatable solutions.
o Support after-action activities by capturing data that describes the environment at the time of system failures.
• Collaboration & Coordination
o Coordinate with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams to resolve operational issues, ensuring timely escalation and clear communication.
o Interface with government leadership and mission directors as needed, maintaining high visibility into crew actions and responses.
o Monitor designated program chat groups and collaboration channels to maintain cross-team situational awareness.
o Work with 24x7 ground segments across multiple locations to provide enterprise-level support.
Required Qualifications
• Active TS/SCI with Polygraph (mandatory).
• Current DoD 8570.01-M IAT Level II Certification (such as Security+).
• Excellent communication skills, ensuring the effective and accurate exchange of information across a multi-location enterprise.
• Ability to work non-standard weeks, weekends, and holidays; willingness to perform 12-hour shift work supporting 24x7 operations.
• System administration experience with UNIX, Linux, and Windows platforms.
Desired Qualifications
• Experience with virtualization technologies and software such as VMware.