Mission IT Operator

Signature Federal Systems , LLC; Denver (CO); On-site; USD 90,000 - 130,000; Full time

Job summary

Signature Federal Systems , LLC is seeking a Mission IT Operator to support a 24x7 government mission from Denver, CO. You will monitor both ground systems and business infrastructure, operating within Windows and Linux environments in a classified setting.

The role requires adapting to SOPs, handling anomalies without a playbook, and maintaining composure under pressure. Responsibilities include shift handover, incident management, access control, and documentation using HelpNow dashboards.

Qualifications

• Active TS/SCI with Polygraph is required.
• DoD 8570.01-M IAT Level II certification is required (e.g., Security+).
• Excellent communication across a multi-location enterprise is essential.
• Ability to work non-standard weeks, weekends, and holidays; 12-hour shifts for 24x7 operations.
• System administration experience with UNIX, Linux, and Windows platforms.

Responsibilities

• Manage shift operations and turnover with formal briefings and status updates.
• Analyze, troubleshoot, and resolve IT infrastructure issues across mission and business platforms.
• Serve as single point of contact for incidents and service requests; triage and escalate as needed.
• Create and manage user accounts and access, issuing tokens and maintaining security per standards.
• Document actions and incidents; monitor SLA compliance and report trends.

Skills

TS/SCI with Polygraph

DoD 8570.01-M IAT Level II

Communication skills

12-hour shifts

UNIX/Linux/Windows administration

Tools

VMware

Job description

Mission IT Operator

Location – Denver, Colorado

Position Summary

The Mission IT Operator is responsible for supporting a critical government mission operating around the clock, serving as the primary contact for all site issues during their assigned shifts. The role involves oversight of both mission-specific ground systems and business infrastructure platforms, requiring comprehensive knowledge of Windows and Linux environments within a global enterprise. Operators are expected to function effectively within a classified environment and follow established standing orders and standard operating procedures (SOPs). They must be able to identify and address anomalies—including those without a predefined playbook—while maintaining accuracy and composure under operational pressure.

Shift Details

• Panama Shift
  • Shift Length: 12 hours per day
  • Shift Hours: Days (06:00 AM–06:00 PM) | Nights (06:00 PM–06:00 AM)

Responsibilities

• Shift Operations & Turnover
  • 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.
• Systems & Infrastructure
  • 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, 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).
• Incident Management & Customer Support
  • 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; elevate 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.
• User Account & Access Management
  • 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.
• Documentation & Reporting
  • 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.
• Collaboration & Coordination
  • 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.

Required Qualifications

• Active TS/SCI with Polygraph (mandatory).
• Current DoD 8570.01-M IAT Level II Certification (such as Security+).
• 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; willingness to perform 12-hour shift work supporting 24x7 operations.
• System administration experience with UNIX, Linux, and Windows platforms.

Desired Qualifications

• Experience with virtualization technologies and software such as VMware.