Responsibilities
- Serve as the primary point of contact for Tier 1 end-user support across the platform environment, triaging issues and resolving or escalating as appropriate
- Handle user permissions and access requests for mission applications
- Troubleshoot device usage issues and general application access problems
- Triage development team tickets for broken pipelines, dashboard questions, and log investigation, routing to the correct team
- Manage day-to-day ticket flow using JIRA Service Management and participate in the on-call rotation
- Develop and maintain internal documentation, runbooks, playbooks, and triage procedures to formalize Tier 1 processes
- Contribute to platform homepage and user-facing documentation, including support contact information and links to guides
- Define and maintain clear Tier 1 scope boundaries and escalation criteria in coordination with Tier 2 engineering teams
- Pair with senior engineers during lower-volume periods to build technical depth in Kubernetes, AWS, CI/CD pipelines, and SRE practices with the platform
- Support documentation efforts for platform User and Admin guides
- Defense Unicorns operates in a distributed remote environment, employee’s core hours will need to accommodate East Coast user/application team needs
Requirements
- Experience in an IT help desk, system administration, or IT operations role
- Familiarity with ticketing systems such as JIRA Service Management or similar
- Experience with macOS, Windows, or Linux administration
- Basic understanding of cloud environments (AWS preferred) and willingness to learn Kubernetes, containerized applications, and CI/CD pipelines
- US citizenship required; must be eligible for CUI access
- Ability to meet IAT Level II certification requirements (e.g., Security+ CE) within a defined timeline, or already certified at IAT II–III
- Ability to collaborate effectively with cross-functional teams in a remote, asynchronous environment
- Strong triage instincts – able to assess, categorize, and route issues efficiently even in an environment with limited existing documentation
- Proactive mindset with a willingness to build processes and documentation from the ground up
Nice to Have
- Defense contractor or government IT experience
- Familiarity with Kubernetes, AWS, or containerized application environments
- Experience supporting CI/CD pipelines (e.g., GitLab CI, GitHub Actions, Jenkins)
- Familiarity with NIST SP 800-171, NIST SP 800-53, or CMMC 2.0 framework and compliance requirements
- Experience supporting or administering SIEM platforms, MDM solutions, or similar security tooling
- IAT Level II or III certification (Security+, CASP+, CISSP, or equivalent) already obtained
- Experience writing technical documentation, runbooks, or standard operating procedures
Work Arrangement
Remote (Worldwide)
Additional Information
- Travel Expectations/Requirements: None
- US citizenship required
- Must be eligible for CUI access
- Ability to meet IAT Level II certification requirements (e.g., Security+ CE) within a defined timeline, or already certified at IAT II–III
- Core hours must accommodate East Coast user/application team needs
