Technical Operations Analyst

Sentar•Charleston, SC

About The Position

Sentar is proud to be an employee-owned company, fostering a culture of empowerment, collaboration, and innovation. Sentar is dedicated to developing the critical talent that the connected world demands to create solutions to address the convergence of cybersecurity, intelligence, analytics, and systems engineering. We invite you to join the team where you can build, innovate, and secure your career. Sentar is seeking a Technical Operations Analyst! Role Description: As a Technical Operations Analyst, you are the critical bridge between initial support and our senior engineering teams. Your primary responsibility is to act as the "scoping analyst" for complex technical issues and service requests. You will use your broad technical knowledge of our service offerings to determine if a request falls within the scope of our standard support contract, requires escalation for professional services, or is a request for a new capability. You are the guardian of our engineering team's time. In addition to advanced troubleshooting, you are responsible for customer onboarding reviews and the development and refinement of the Standard Operating Procedures (SOPs) that empower our entire support structure.

Requirements

Secret with eligibility for upgrade to Top Secret (TS)
Must possess DoD 8570 IAT Level II and must possess DoD 8140 CSSP Auditor certification or being willing to get one within 120 days
Proven experience in a technical support role (e.g., Tier 2, Jr. System Administrator).
Broad technical understanding across multiple IT domains (e.g., Windows/Linux administration, networking fundamentals, endpoint security, SIEM).
Ability to read and interpret technical requirements and compare them against a defined list of service capabilities.
Excellent analytical and problem-solving skills, with the ability to distinguish between a technical problem and a request for new design/consultation.
Experience writing technical documentation (SOPs, process guides, detailed ticket analysis
Exceptional communication skills, with the ability to clearly and politely articulate scope limitations to customers.
This position requires a US Citizen.
Position may require up to 25% travel as needed
OCONUS travel may be required

Nice To Haves

Experience with customer onboarding processes.
Familiarity with interpreting Statements of Work (SOW) or service contracts.
Basic scripting skills (e.g., PowerShell, Python) for diagnostics and automation.

Responsibilities

Analyze escalated issues to determine the appropriate resolution path: in-scope support, professional services engagement, or new feature request.
Perform the first review of customer onboarding documents, identifying which requirements are met by our standard solution set and which require engagement with engineering for scoping.
Resolve complex technical issues that are beyond the scope of Tier 1 but within the defined support contract.
Author, review, and maintain the SOPs and Detailed Technical Procedures (DTPs) used by the entire support desk to ensure consistency and accuracy.
Act as the primary point of contact between the Service Desk and senior engineering teams, ensuring issues are well-documented and scoped before escalation.
Clearly communicate with customers when their requests fall outside the scope of provided services, guiding them toward the correct process for funded professional services.

Benefits

Our unique ownership model attracts top talent, giving employees the freedom to take initiative and drive meaningful improvements.
In addition to cultivating a thriving and inclusive work environment, Sentar offers an extensive benefits package designed to support the well-being of employees and their families.
Employee ownership is the foundation of our culture, promoting participation, teamwork, and accountability while ensuring long-term financial security and a commitment to excellence.
Voluntary Medical, Dental, Vision, with Health Savings or Flexible Spending Plan options
Voluntary Life, Critical Illness, Accident, and Long Term Care insurance options
Group Term Life, Short-Term and Long-Term Disability is provided by Sentar to all qualifying employees
Generous 401(k) match
Competitive PTO plan that graduates quickly with years of service
Other leave programs; holiday schedule along with bereavement, maternity, jury and military duty
Mental health awareness programs
Tuition reimbursement
Professional development reimbursement
Recognition and Awards programs