Mission IT Operator

CACI•Las Cruces, NM

6d•Onsite

About The Position

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

Requirements

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 a multi-location enterprise
Ability to work non-standard work week, weekends, and holidays; 12-hour shift work in support of 24x7 operations
System administration experience including UNIX, Linux, and Windows platforms

Nice To Haves

Experience with virtualization technologies and software such as VMware

Responsibilities

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
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)
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
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
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
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
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