Mission IT Operator

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

· 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.

· 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

· Analyze, troubleshoot, and resolve issues involving IT infrastructure, including user systems, servers, storage, network connectivity, and security controls across mission and business platforms.

· Perform system administration for assigned infrastructure, establish and maintain user security and configuration documentation.

· Ensure technical baseline infrastructure is maintained at optimal performance to meet customer mission requirements.

· Support new infrastructure projects in alignment with mission objectives and system integrity.

· Restart system services as required (remote/software only).

Incident Management & Customer Support

· Act as the single point of contact for all incoming 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; escalate complex or critical issues to Tier 2 or designated technical teams.

· Notify the mission director if incident priority or severity requires escalation.

· Ensure all support interactions are completed according to service level agreements (SLAs) and maintain a high level of customer satisfaction.

User Account & Access Management

· Create and disable user accounts, manage access permissions, and administer group policies in compliance with access control and security standards.

· Issue, reset, and administer RSA/MFA tokens and perform password resets while adhering to security protocols.

· Maintain privileged user access for high-priority systems in accordance with strict security and compliance requirements.

Documentation & Reporting

· Track and document all actions, incidents, and resolutions within HelpNow during the shift; use enterprise dashboards for shift changeover, program meetings, and customer requests.

· Monitor and report on SLA compliance and metrics trends; flag anomalies and recurring issues to leadership.

· Maintain and enhance the knowledge base with accurate, repeatable solutions.

· Support after-action activities by capturing data that describes the environment at the time of system failures.

Collaboration & Coordination

· Coordinate with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams to resolve operational issues, ensuring timely escalation and clear communication.

· Interface with government leadership and mission directors as needed, maintaining high visibility into crew 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

Required

· 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

· Experience with virtualization technologies and software such as VMware.