• Administer, configure, and maintain IT systems, networks, databases, and infrastructure supporting the program and call center environments. • Monitor system performance and ensure uptime, security, and compliance with SSA requirements and industry standards. • Lead troubleshooting and resolution of technical issues; coordinate with internal teams or external vendors as needed. • Oversee and implement software upgrades, hardware replacement, system enhancements, and routine maintenance. • Manage user access, authentication, permissions, and security controls across all platforms. • Conduct security reviews, vulnerability assessments, and risk analysis; maintain compliance with audit and reporting requirements. • Develop, maintain, and enforce IT security policies, procedures, and business continuity/disaster recovery plans. • Prepare system performance and compliance reports, technical documentation, incident summaries, and audit materials. • Provide technical support, guidance, and training to staff on system usage, security, and protocols. • Ensure full compliance with SSA, FISMA, Section 508, Privacy Act, and all relevant federal information security standards. • Collaborate with program managers, Help Line staff, and project teams to align system capabilities with business needs. • Maintain change logs, system documentation, and asset inventories in accordance with organizational requirements.