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 HelpNow 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)
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- 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 HelpNow throughout the shift; leverage enterprise dashboards to support shift changeover, program meetings, and customer requests
