Mission IT Operator

Job ID324643

Job Title:

Mission IT Operator Job Category:
Information Technology Time Type:
Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type:
Regular Percentage of

Travel Required:

None Type of Travel:
None*
* * The Mission IT Operator supports a 24x7 government mission as the primary point of contact for all site issues during the assigned shift. The role covers both mission-specific ground systems and business infrastructure platforms, requiring broad knowledge of Windows and Linux environments across a global enterprise. Operators work within a classified environment under standing orders and SOPs, and are expected to recognize and respond to anomalies — including those without an established playbook — while maintaining precision under operational pressure.

Shift Length 12 hours per day Shift Hours Days: 0600–1800 | Nights: 1800–0600

Responsibilities Shift Operations & Turnover Conduct a formal shift handoff/turnover briefing with the outgoing crew, reviewing open incidents, high interest items, and current system status via Help Now 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

Systems & Infrastructure 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)
Incident Management & Customer Support 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

User Account & Access Management 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

Documentation & Reporting Track and document all actions, incidents, and resolutions within Help Now 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

Collaboration & Coordination 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 Required 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…