Mission IT Operator at CACI in Las Cruces, NM

Job description

Job Title: Mission IT Operator Job Category: Information Technology Time Type: Full time Minimum Clearance Required to Start: TS/SCI with Polygraph Employee Type: Regular Percentage of Travel Required: None Type of Travel: None * * * The Mission IT Operator supports a 24x7 government mission as the primary point of contact for all site issues during the assigned shift. The role covers both mission-specific ground systems and business infrastructure platforms, requiring broad knowledge of Windows and Linux environments across a global enterprise. Operators work within a classified environment under standing orders and SOPs, and are expected to recognize and respond to anomalies — including those without an established playbook — while maintaining precision under operational pressure. Shift Length 12 hours per day Shift Hours Days: 0600–1800 | Nights: 1800–0600 Responsibilities Shift Operations & Turnover • Conduct a formal shift handoff/turnover briefing with the outgoing crew, reviewing open incidents, high interest items, and current system status via HelpNow enterprise dashboards • Contribute site status and high interest items to the daily internal program standup, providing cross-team situational awareness to ISC, Integrated Operations (IO), and other program teams Systems & Infrastructure • Analyze, troubleshoot, and resolve issues with IT infrastructure including user systems, servers, storage, network connectivity, and security controls across mission and business infrastructure platforms • Provide system administration for assigned infrastructure; establish and maintain user security and configuration documentation • Ensure technical baseline infrastructure is maintained at optimal level to satisfy customer mission needs • Support new infrastructure projects in alignment with mission requirements and system integrity • Restart system services as needed (remote/software only) Incident Management & Customer Support • Serve as the single point of contact for all inbound 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 systems; escalate complex or critical issues to Tier 2 or appropriate technical teams • Notify the mission director when incident priority or severity warrants escalation • Ensure all support interactions are resolved in accordance with SLAs and performed with a high level of customer satisfaction User Account & Access Management • Create and disable user accounts, manage access permissions, and administer group policies in accordance with access control and security standards • Issue, reset, and administer RSA/MFA tokens and perform password resets in compliance with security requirements • Maintain privileged user access across numerous high-priority systems, adhering to strict security and compliance standards Documentation & Reporting • Track and document all actions, incidents, and resolutions within HelpNow throughout the shift; leverage enterprise dashboards to support shift changeover, program meetings, and customer requests • Monitor and report on SLA adherence and metrics trends; flag anomalies and recurring issues to leadership • Maintain and contribute to the knowledge base with accurate, repeatable solutions • Support after-action activities by capturing data that describes the environment at the time of a failure Collaboration & Coordination • Coordinate with ISC, Integrated Operations (IO), and Tier 2/3 engineering teams to resolve operational issues, ensuring timely escalation and transparent communication • Interface with government leadership and mission directors as required, maintaining high visibility into crew-based 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 suppor