Senior Ticket Support Jobs (NOW HIRING)

Darkblade Systems, a CIS Secure company, is a trusted provider of specialized capabilities to priority programs within the defense and intelligence communities, delivering scientific, engineering, technical, operational support and training services. Darkblade strives to be a business that puts people first: clients, colleagues, employees, and teammates. Our cleared personnel are experts in the operationalization and deployment of new and emerging technologies.

We're seeking a Senior Operations Support SME to support a mission-critical customer environment in Annapolis Junction, Maryland.

• Troubleshoot system issues and perform first-level corrective maintenance.
• Address complex user questions and provide clear guidance and technical support.
• Support other help desk technicians when advanced assistance is needed.
• Deliver concise operational updates to customer teams and stakeholders.
• Follow and maintain Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
• Maintain and update ticket tracking systems and operational documentation.
• Monitor system and network status and assist with issue resolution and escalation.
• Support day-to-day operational activities within a fast-paced mission environment.
• Document issues, resolutions, and operational activities to ensure continuity and accountability.

OPERATING HOURS AND EXPECTATIONS:

• This position operates 100% onsite unless otherwise discussed and approved by the Program Manager and customer; work is conducted on a standard eight (8) hour schedule Monday - Friday.

TRAVEL:

• This position requires no travel.

CLEARANCE:

• Active Top Secret / SCI and Full Scope/Lifestyle Polygraph is required upon application for initial consideration.   *** This position is not open for any clearance upgrades, reactivation, or sponsorship.***

EDUCATION:

• BA/BS degree and applicable experience, or equivalent combination of education and experience supporting customer operations, help desk, or technical support environments.

CERTIFICATION(S): 

• Relevant technical certifications are desirable but not required.

 REQUIRED SKILLS AND EXPERIENCE:

• Experience supporting users in a help desk, service desk, operations center, or technical support environment.
• Strong troubleshooting and problem-solving abilities.
• Experience working with ticket management systems.
• Ability to communicate technical issues and operational status to both technical and non-technical audiences.
• Experience following and maintaining SOPs and SLAs.
• Strong written and verbal communication skills.
• Ability to work independently and collaboratively within a team environment.

 DESIRED SKILLS AND EXPERIENCE:

• Experience supporting Intelligence Community or Department of Defense environments.
• Experience monitoring system and network health.
• Prior experience serving as a senior technician, lead analyst, or subject matter expert in an operational support environment.
• Familiarity with enterprise IT operations and customer-facing support activities.

WHAT WE OFFER:

At CIS Secure and its associated companies, Intrepid Solutions and Services and Darkblade Systems, we believe in promoting fair and transparent pay practices. We are committed to disclosing the compensation range for transparency and to set clear expectations for all applicants for this posting. This range represents the anticipated low and high end of the base salary for the advertised job, promotion, or transfer opportunity. Please note that the pay range provided is a good faith estimate for the position at the time of posting. The actual salary offered may vary based on various factors including but not limited to relevant experience, knowledge, skills and abilities, education, geographic location, as well as internal equity, and alignment to market data.
Job Type: Full-time (onsite)

Pay Range: $110,000.00 - $210,000.00 per year

Benefits:

• 401(k) 
• Dental insurance
• Medical insurance
• Health Savings Account option
• Flexible Spending
• Vision insurance
• Life and Disability Insurance
• Ancillary offerings (Hospital Indemnity, Accident, Critical Illness, Pet Insurance)
• Paid Time Off
• Holiday pay

CIS Secure is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.