Chat Administrator Jobs (NOW HIRING)

Place of Performance: National Capital Region (Pentagon and JSP-designated alternate sites)
SHR - Software Hardware Re-engineered
About SHR Consulting Group:
SHR is a premier technology integrator solving our nation's most complex modernization and readiness challenges across the defense, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration, enterprise IT, including cloud services: cyber, software, advanced analytics and AI. With an intimate understanding of our customers' challenges and deep expertise in existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions.
We are a rapidly growing organization seeking Watch Team Systems Administrators (multiple openings) to provide 24x7x365 health monitoring of platform services, infrastructure, and applications supporting the DISA Joint Service Provider (JSP). The successful candidate will operate enterprise monitoring tools, respond to alerts, coordinate incident management, and serve as the first line of response for outages affecting NIPR, SIPR, and JWICS environments. This single posting covers Subject Matter Expert (Intermediate), Senior Systems Administrator, and Systems Administrator (Windows and Linux/Red Hat) openings on the 24x7 Watch Team.
Key Responsibilities:

• Provide 24x7x365 health monitoring of Platform Services, infrastructure, and applications using JSP Enterprise System Management tools including SCOM, Stratosphere, Aternity, Atrium, Splunk, vRealize Operations (VRops), and Prism.
• Open Break/Fix tickets, engage Platform Services teams and external agencies when system issues are observed, and respond to alerts within two (2) hours to prevent service failures when warnings of impending failures are observed.
• Monitor and participate (when task is related to the Platform Services team) in JSP Network Operations Security Center (JNOSC) dial-in conference bridges and JSP Chat Rooms supporting JNOSC-led troubleshooting efforts during critical incident resolution (historically 3-5 troubleshooting bridges per month).
• Act as the incident coordinator for activities between Platform Services teams supporting compute, applications, and infrastructure; provide status to bridge participants and JNOSC on all Priority 1 incidents affecting the Platform Services IT environments.
• Notify JNOSC and Platform Services Leadership within thirty (30) minutes of any system or service degradation and provide updates every four (4) hours until issue resolution.
• Maintain central customer lists, problem and solution knowledge bases, work instructions, employee lists, recall lists, and incident management escalation procedures on JSP Portals; report changes to JNOSC.
• Perform first-tier triage on Windows Server, Red Hat Linux, virtualization, and core service alerts and escalate to SME-level support when needed.
• Document outages, restoration times, problem resolutions, and customer impact data in the JSP Enterprise ITSM system (currently Remedy).
• Support COOP and contingency operations from primary or alternate continuity facilities as needed during exercises or real-world events.

• Two (2) or more years of hands-on experience as a Systems Administrator or Network Operations Center (NOC) operator in a DoD or large enterprise environment (5+ years for Senior; 7+ years for the SME variant).
• Working knowledge of Microsoft Windows Server administration; Red Hat Linux administration required for Linux Watch openings.
• Hands-on experience with one or more enterprise monitoring tools: SCOM, Splunk, vRops/Prism, Aternity, BMC Atrium, or similar.
• Experience working in a 24x7 operations environment, including comfort with rotating shifts, on-call rotations, and rapid escalation procedures.
• Experience with an enterprise ITSM ticketing tool (Remedy/Helix preferred) for incident, change, and work order management.
• Strong situational awareness, communication, and documentation skills; ability to clearly brief technical issues to leadership during outages.
• Familiarity with DoD STIGs, IAVM compliance, and Active Directory/DNS/DHCP fundamentals.

• Associate's or Bachelor's degree in Computer Engineering, Computer Information Systems, Telecommunications, Management Information Systems, or a related field; or equivalent combination of education and two (2) to seven (7) recent years of documented relevant experience based on level.
• Must meet DoD 8570.01-M / DoD 8140 IAT Level II baseline certification requirements prior to start (e.g., Security+ CE, CCNA-Security, CySA+, GICSP, GSEC, or equivalent). Computing Environment certification appropriate to the role is also required.

• U.S. Citizenship
• Active Secret Clearance (or higher)

• 100% onsite at a government facility within the National Capital Region (NCR), primarily at the Pentagon, Crystal Gateway, Taylor Building, Mark Center, or other JSP-designated alternate site. Must be local to the DC Metro Area with reliable transportation.
• Position supports a 24x7x365 operations environment. Must be available to work assigned shifts, including nights, weekends, and holidays, and to support contingency or COOP exercises as required.
• Must comply with all DoD, DISA, and JSP security and access protocols, including the ability to access NIPRNet and SIPRNet environments.

• Competitive salary based on experience
• Comprehensive benefits package including health, dental, vision, and retirement plans
• Transportation / on-site parking stipend
• Paid time off and holidays