Help Desk Analyst - NISSC - CMSFS

Shift: Shift work is required to support 24 × 7 operations. It is important to be available to work any shift/designated hours required, including nights, weekends, and holidays, on a modified Panama schedule.

Travel Required: Up to 10% of the time

Our NORAD Operations Group

Selected by the Air Force Life Cycle Management Center’s Strategic Warning and Surveillance Systems Division for Operations, Maintenance, and Sustainment (OM&S) of critical mission systems to support the North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II).

Since 2020, through NISSC II, has provided:

• Operations, maintenance, and Sustainment of current and legacy systems for the surveillance and cataloging of manmade objects in space.
• Mitigation of orbital conflicts.
• Threat warnings and control from airborne, land-based, and space-based systems for threat activities.
• Operations and maintenance of classified communications.
• Software development and integration., The Help Desk Analyst supports North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). The candidate will:
• Troubleshoot and resolve issues related to supported systems in response to trouble tickets. The hardware you will support includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, and occasionally office furniture.
• Work with virtual desktop infrastructure (VDI), zero clients, and other related IT equipment.
• Be responsible for maintaining current Windows operating systems and various MS Office products, such as Outlook and Adobe applications, as well as other government-approved software.
• Support the CMSFS marquee, managing computer imaging servers, overseeing communication closet/rack management, handling software license management, and performing other necessary duties and tasks.
• Monitor all network capabilities, functions, and performance utilizing means provided by customers such as diagnostic tools, monitoring systems, individual platforms, or data supplied by other sources, and create trouble tickets on all issues observed.
• Have a basic understanding of networking, including OSI model concepts, and basic understanding of the concepts and functionality of Windows operating systems as well as Microsoft Office products.
• Have experience involving receipt, installation, configuration, connection, management, maintenance, reconnection, replacement, upgrading, updating, investigation, troubleshooting, repair, verification of proper operation, and installation / removal of approved end-user and shared devices.
• Accurately document all customer contact via the ticketing system to include detailed issues reported and provide ticket updates through incident resolution.
• Support the customer’s annual exercises, planned monthly relocations, and unplanned real-world events.
• Have the ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine the root cause of the problem.
• Coordinate and participating in installation and renovation projects
• Provide resolutions to general classified and unclassified network and Personal Computer (PC) problems.

**Shift work is required to support 24 × 7 operations. It is important to be available to work any shift/designated hours required, including nights, weekends, and holidays, on a modified Panama schedule. **

This position is expected to pay $70,000-$80,000 annually; depending on experience, education, and any certifications that are directly related to the position.

This position will be filled and work onsite at Cheyenne Mountain Space Force Station (CMSFS), Colorado

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The selected candidate may be assigned as one of our teammate companies.

• Must have IAT Level II or higher
• Must have an Active Secret Clearance
• Must have 1 year of direct experience
• Must have 2 years of work history
• Must be capable of supporting the CMSFS 24x7x365 environment using independent judgment

Desired Requirements:

• Experience with USAF networks, PCs, and associated hardware and software is a significant plus
• Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software is a plus
• Trouble ticket system experience and skills (e. g. in ServiceNow, Remedy or a similar product)
• Experience preparing status reports and trouble ticket metrics
• Associates or Bachelor’s degree preferred

This position will be posted for a minimum of 3 days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.

Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O’Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.