D-SIL Technical Operations Analyst

Resource Management Concepts, Inc. (RMC) provides high-quality, professional services to government and commercial sectors. Our mission is to deliver exceptional management and technology solutions supporting the protection and preservation of the people and environment of the United States of America.

RMC is hiring for 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.

Position Duties

• 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.

Requirements:
Required Qualifications

This position requires a US Citizenship.

Education: Bachelor's degree in related field

Must possess an active Secret with eligibility for upgrade to Top Secret (TS)

Must possess DoD 8570 IAT Level II and DoD 8140 CSSP Auditor compliant certifications.

Position may require up to 25% travel as needed

OCONUS travel may be required

Required Skills

• 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.

Benefits:
At RMC, we're committed to your career growth! RMC differentiates itself from other firms through its investment in our employees. We invest our resources to train, certify, educate, and build our employees.

RMC can offer you a great place to work with a small company feel and give you the experience, tuition assistance, and certifications that will take your career to the next level. This also includes a competitive paid vacation package with 11 paid federal holidays. Additionally, we also offer high-quality, low-deductible healthcare plans, pet insurance, and a competitive 401K package.

Salary at RMC is determined by various factors, including but not limited to location, a candidate's specific combination of education, knowledge, skills, competencies, and experience, as well as contract-specific requirements. The current salary range for this position will be $115,000 to $124,000 (annually).