Mission IT Operator (TS/SCI CI Poly)

Seamless Migration•Las Cruces, NM

3h•Onsite

About The Position

Seamless Migration is seeking a career and customer-oriented Mission IT Operator to join our team in Las Cruces, NM. This role is responsible for supporting a critical government mission operating around the clock, serving as the primary contact for all site issues during assigned shifts. The operator will oversee both mission-specific ground systems and business infrastructure platforms, requiring comprehensive knowledge of Windows and Linux environments within a global enterprise. The position requires operating effectively within a classified environment and following established standing orders and standard operating procedures (SOPs). The operator will identify and address anomalies, conduct formal shift handoff and turnover briefings, and contribute site status to daily internal program standups. Responsibilities include analyzing, troubleshooting, and resolving issues involving IT infrastructure, performing system administration, and ensuring technical baseline infrastructure is maintained at optimal performance. The role also involves supporting new infrastructure projects, restarting system services, acting as the single point of contact for incidents, performing initial triage and escalation, and ensuring all support interactions meet service level agreements (SLAs) and customer satisfaction. Additionally, the operator will manage user accounts, access permissions, and group policies, administer RSA/MFA tokens and password resets, maintain privileged user access, track and document all actions in HelpNow, monitor and report on SLA compliance, maintain the knowledge base, and support after-action activities. Coordination with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams, as well as interfacing with government leadership, is also a key part of the role. The operator will work with 24x7 ground segments across multiple locations.

Requirements

TS/SCI W/ CI Poly (existing clearance required to start)
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, including 12-hour shifts supporting 24x7 operations.
System administration experience with UNIX, Linux, and Windows platforms.
Current DoD 8570.01-M IAT Level II Certification (such as Security+).

Nice To Haves

Experience with virtualization technologies and software such as VMware.

Responsibilities

Support a critical government mission operating around the clock, serving as the primary contact for all site issues during assigned shifts.
Oversee both mission-specific ground systems and business infrastructure platforms, requiring comprehensive knowledge of Windows and Linux environments within a global enterprise.
Operate effectively within a classified environment and follow established standing orders and standard operating procedures (SOPs).
Identify and address anomalies, including those without a predefined playbook, while maintaining accuracy and composure under operational pressure.
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.
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 and 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).
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.
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.
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.
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.