Senior Operations Support SME
About The Position
Darkblade Systems, a CIS Secure company, is a trusted provider of specialized capabilities to priority programs within the defense and intelligence communities, delivering scientific, engineering, technical, operational support and training services. Darkblade strives to be a business that puts people first: clients, colleagues, employees, and teammates. Our cleared personnel are experts in the operationalization and deployment of new and emerging technologies. We're seeking a Senior Operations Support SME to support a mission-critical customer environment in Annapolis Junction, Maryland.
Requirements
- Active Top Secret / SCI and Full Scope/Lifestyle Polygraph is required upon application for initial consideration. This position is not open for any clearance upgrades, reactivations, or sponsorship.
- BA/BS degree and applicable experience, or equivalent combination of education and experience supporting customer operations, help desk, or technical support environments.
- Experience supporting users in a help desk, service desk, operations center, or technical support environment.
- Strong troubleshooting and problem-solving abilities.
- Experience working with ticket management systems.
- Ability to communicate technical issues and operational status to both technical and non-technical audiences.
- Experience following and maintaining SOPs and SLAs.
- Strong written and verbal communication skills.
- Ability to work independently and collaboratively within a team environment.
Nice To Haves
- Relevant technical certifications are desirable but not required.
- Experience supporting Intelligence Community or Department of Defense environments.
- Experience monitoring system and network health.
- Prior experience serving as a senior technician, lead analyst, or subject matter expert in an operational support environment.
- Familiarity with enterprise IT operations and customer-facing support activities.
Responsibilities
- Troubleshoot system issues and perform first-level corrective maintenance.
- Address complex user questions and provide clear guidance and technical support.
- Support other help desk technicians when advanced assistance is needed.
- Deliver concise operational updates to customer teams and stakeholders.
- Follow and maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
- Maintain and update ticket tracking systems and operational documentation.
- Monitor system and network status and assist with issue resolution and escalation.
- Support day-to-day operational activities within a fast-paced mission environment.
- Document issues, resolutions, and operational activities to ensure continuity and accountability.
Benefits
- 401(k)
- Dental insurance
- Medical insurance
- Health Savings Account option
- Flexible Spending
- Vision insurance
- Life and Disability Insurance
- Ancillary offerings (Hospital Indemnity, Accident, Critical Illness, Pet Insurance)
- Paid Time Off
- Holiday pay
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
