Mission IT Operator

CACI•Springfield, VA

11d•Onsite

About The Position

The Mission IT Operator will perform as a Mission IT Operator supporting a 24x7 government mission. This role involves providing direct support for detecting, isolating, and resolving ground segment problems, and serving as the first responder for all site issues. The position requires broad knowledge of both Windows and Linux-based systems across a global environment. This role involves shift work, working 12 hours a day (0600-1800, 1800-0600) on a 4 on, 4 off schedule (Day, Day, Night, Night).

Requirements

Active TS/SCI with Poly required.
Must have a current DODI 8570.01-M IAT Level II Certification, Security+ Certification.
Excellent communication skills ensuring effective and accurate exchange of information across a multi-location enterprise, with customer visibility into crew-based actions and responses.
Must be able to work a non-standard work week, weekends, and holidays; 12-hour shift work expected in support of 24x7 operations.
System administration experience to include UNIX, Linux, and Windows platforms

Nice To Haves

Experience with virtualization technologies and software such as VMware
Knowledge and understanding of Enterprise Management Systems including HP OpenView, and CA-based Concord

Responsibilities

Responsible for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems analysis techniques and procedures.
Ensure appropriate function of hardware, software, or system functional specifications.
Analyzes, troubleshoots, and resolves issues with IT infrastructure including user systems, servers, storage, and network connectivity.
Provides system administration for assigned infrastructure and establishes and maintains security as it relates to users.
Supports new infrastructure projects.
Maintains all configuration documentation for assigned infrastructure.
Master the steps required to effectively manage and prioritize incidents.
Support in times of high call volume, first-level technical support in a 24x7 world-class service center, responding to inbound incidents and service requests via phone, email, and walk-up channels.
Deliver frontline support for system, application, network, and infrastructure issues, ensuring fast, accurate triage and resolution.
Create and manage support tickets in a web-based ITSM/CRM platform while actively troubleshooting and communicating with end users.
Perform initial assessment, triage, and resolution for common incidents; escalate complex or critical issues to Tier 2 or appropriate technical teams.
Ensure that all technical baseline infrastructure is maintained at an optimal level to satisfy customer mission needs.
Monitor, recognize, evaluate, and correlate system and network problems.
Responsible for maintaining a privileged user level of access, across numerous high-priority systems.
Interface daily with government and partner country senior leadership, system operators, and engineers at the site and across the enterprise.
Interpret system documentation and record problems in appropriate reporting tools.
Support after-action activities, by collecting data that describes the environment at the time of the failure.
Serve as a single point of contact for monitoring, troubleshooting, and anomaly resolution.
Restart system services as needed.
Restart system hardware as needed.
Escalate problems to Tier 2 level as required, and notify mission director if priority or severity necessitates.
Coordinate with any required resources across the enterprise to resolve operational issues.
Work with other 24x7 ground segments across multiple locations providing enterprise-level maintenance support, with high customer visibility into all actions and responses.