This position is 100% onsite in Annapolis Junction, MD.
Top Secret/SCI Clearance with a full scope polygraph is required.
Job Title: Technical Operations Support Analyst (Outreach SME Level 3)
Position Summary
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.
Key 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
Required Qualifications
- 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
Preferred Qualifications
- 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
Ideal Candidate Profile
The successful candidate is someone who enjoys solving complex technical problems, can operate calmly in high-tempo environments, and is comfortable acting as a bridge between users and engineering teams. They are detail oriented, curious, and capable of translating technical issues into actionable engineering tasks.
