Technical Operations Analyst

Sentar is proud to be an employee-owned company, fostering a culture of empowerment, collaboration, and innovation. Sentar is dedicated to developing the critical talent that the connected world demands to create solutions to address the convergence of cybersecurity, intelligence, analytics, and systems engineering. We invite you to join the team where you can build, innovate, and secure your career.


Sentar is seeking a Technical Operations Analyst!

Role Description:

As a Technical Operations Analyst, you are the critical bridge between initial support and our senior engineering teams. Your primary responsibility is to act as the "scoping analyst" for complex technical issues and service requests. You will use your broad technical knowledge of our service offerings to determine if a request falls within the scope of our standard support contract, requires escalation for professional services, or is a request for a new capability. You are the guardian of our engineering team's time. In addition to advanced troubleshooting, you are responsible for customer onboarding reviews and the development and refinement of the Standard Operating Procedures (SOPs) that empower our entire support structure.

• Advanced Triage & Scope Analysis: Analyze escalated issues to determine the appropriate resolution path: in-scope support, professional services engagement, or new feature request.
• Customer Onboarding Review: Perform the first review of customer onboarding documents, identifying which requirements are met by our standard solution set and which require engagement with engineering for scoping.
• Advanced Troubleshooting: Resolve complex technical issues that are beyond the scope of Tier 1 but within the defined support contract.
• SOP/DTP Development: Author, review, and maintain the SOPs and Detailed Technical Procedures (DTPs) used by the entire support desk to ensure consistency and accuracy.
• Liaison to Engineering: Act as the primary point of contact between the Service Desk and senior engineering teams, ensuring issues are well-documented and scoped before escalation.
• Expectation Management: Clearly communicate with customers when their requests fall outside the scope of provided services, guiding them toward the correct process for funded professional services.

Qualifications:

Clearance Level: Secret with eligibility for upgrade to Top Secret (TS)

Education: N/A

Certifications: Must possess DoD 8570 IAT Level II and must possess DoD 8140 CSSP Auditor certification or being willing to get one within 120 days

Experience:

• Proven experience in a technical support role (e.g., Tier 2, Jr. System Administrator).
• Broad technical understanding across multiple IT domains (e.g., Windows/Linux administration, networking fundamentals, endpoint security, SIEM).
• Ability to read and interpret technical requirements and compare them against a defined list of service capabilities.
• Excellent analytical and problem-solving skills, with the ability to distinguish between a technical problem and a request for new design/consultation.
• Experience writing technical documentation (SOPs, process guides, detailed ticket analysis
• Exceptional communication skills, with the ability to clearly and politely articulate scope limitations to customers.

Highly desired skills:

• Experience with customer onboarding processes.
• Familiarity with interpreting Statements of Work (SOW) or service contracts.
• Basic scripting skills (e.g., PowerShell, Python) for diagnostics and automation.

Additional information:

• This position requires a US Citizen.
• Position may require up to 25% travel as needed
• OCONUS travel may be required

Benefits at Sentar:

Our unique ownership model attracts top talent, giving employees the freedom to take initiative and drive meaningful improvements. In addition to cultivating a thriving and inclusive work environment, Sentar offers an extensive benefits package designed to support the well-being of employees and their families. Employee ownership is the foundation of our culture, promoting participation, teamwork, and accountability while ensuring long-term financial security and a commitment to excellence.

• Voluntary Medical, Dental, Vision, with Health Savings or Flexible Spending Plan options
• Voluntary Life, Critical Illness, Accident, and Long Term Care insurance options
• Group Term Life, Short-Term and Long-Term Disability is provided by Sentar to all qualifying employees
• Generous 401(k) match
• Competitive PTO plan that graduates quickly with years of service
• Other leave programs; holiday schedule along with bereavement, maternity, jury and military duty
• Mental health awareness programs
• Tuition reimbursement
• Professional development reimbursement
• Recognition and Awards programs

If you are not ready to apply for this position, submit your resume here to join our talent community . We'll keep you updated occasionally on new job opportunities.

Sentar is an Affirmative Action and Equal Opportunity Employer M/F/Vets/Persons with Disabilities

Our culture is one of inclusivity and support. Sentar is proudly an Equal Opportunity and VEVRAA Federal Contractor Employer M/F/Vets/Persons with Disabilities. Follow these links to learn more about your rights: EEO Is the Law Poster; EEO Is Law Supplement; and Pay Transparency.

We want you to build your career at Sentar, so if you are an individual with a disability and require a reasonable workplace accommodation applying for a job or at any point in the employment process, contact the Recruiting Manager at View email address on click.appcast.io. Please indicate the specifics of the assistance needed. Thank you for considering Sentar in your employment search.

Build, Innovate, Secure Your Career at Sentar.