full scope poly. Onsite in MD

Booker DiMaio, LLC•Annapolis Junciton, MD

11d•Onsite

About The Position

We are seeking a mid to senior level Technical Operations Support Analyst to support a mission-critical software environment within a classified government program. This role sits at the intersection of end users, engineering teams, and system stakeholders, helping ensure operational tools and services remain functional, reliable, and continuously improving. The ideal candidate is a strong technical troubleshooter with experience in customer-facing support environments, comfortable working with system logs, network data, and technical workflows. This individual should be able to quickly understand system behavior, identify root causes of issues, and collaborate with engineering teams to drive permanent solutions. This is not an entry level help desk role. It requires prior technical experience, independent problem solving ability, and comfort operating in a fast-paced, mission-focused environment.

Requirements

Active TS/SCI clearance with polygraph
Prior experience in a technical support, operations, cyber, or systems analysis role
Familiarity with troubleshooting software and system issues in a technical environment
Experience using Jira and Atlassian tools or similar ticketing systems
Understanding of basic API concepts and how systems communicate via APIs
Ability to analyze logs, system outputs, or network-related data
Strong communication skills for both technical and customer-facing interactions
Ability to work independently and prioritize multiple competing issues
Demonstrated aptitude for learning new technical systems quickly

Nice To Haves

Experience in cybersecurity, SIGINT, or intelligence community environments
Familiarity with Splunk, SIEM tools, or similar platforms
Experience with network traffic analysis or packet analysis
Basic scripting or automation experience (Python or similar)
Experience working in 24/7 operational or watch floor environments
Background in technical customer support within enterprise or government systems

Responsibilities

Provide direct technical support to end users of internal tools and systems
Troubleshoot and resolve system, software, and data flow issues
Analyze logs, network traffic, and system outputs to identify root causes of problems
Use Jira and Atlassian tools to track, document, and manage issues
Coordinate with engineering and development teams to resolve technical defects
Develop temporary workarounds when immediate fixes are not available
Monitor system health and performance indicators
Escalate complex technical issues to Tier II/engineering teams as appropriate
Create and maintain documentation, SOPs, and troubleshooting procedures
Prepare reports and metrics on system status, availability, and recurring issues
Communicate technical issues clearly to both technical and non-technical stakeholders
Support continuous improvement of tools, workflows, and user experience