Client Support Administrator - NISSC - CMSFS

Amentum•Colorado Springs, CO

3d•$85,000 - $90,000•Onsite

About The Position

The Client Support Administrator supports North American Aerospace Defense Command (NORAD) on the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). The candidate will: Troubleshoot and resolve supported systems in response to trouble tickets.The supported hardware includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cable and connectors, occasionally office furniture, virtual desktop infrastructure (VDI), zero clients, and other related IT equipment. The software consists primarily of Windows 11, and other MS Office products such as Outlook, Adobe applications, and other Government approved software. Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team. Answer user network resource application questions and resolving associated problems. Provide resolution to general classified and unclassified network and Personal Computer (PC) problems. Use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues. Initiate responses, tracking, updating, reviewing, and concluding actions in Remedy. Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution. Coordinate and participate in installation and renovation projects. Report job status to CSG leaders. Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events. Be willing to work flexible shifts and days as required. Assigned schedules will normally be one of the following three shifts. 12-hour day shift (0600-1800), including weekends and holidays. 3 days on, 3 days off in the first week, then 4 days on, 4 days off in the second week. 12-hour night shift (1800-0600), 3/3/4/4, including weekends and holidays. 3 days on, 3 days off in the first week, then 4 days on, 4 days off in the second week. 8-hour day shift (0700-1530), Monday - Friday. Serve as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects. Update system check checklists, operational checklists, and related documentation. Perform other duties as required to support the 21CS mission. Perform hardware and software technical refresh efforts. Prepare status reports and trouble ticket metrics. This position will be filled and work onsite at Cheyenne Mountain Space Force Station, Colorado 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.

Requirements

Must have an active Top Secret with SCI Eligibility
Must have 3 years or more of experience troubleshooting and resolving network and client issues in a Microsoft Windows Operating System environment.
Must have 5 years or more of general work history
Must be able to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
Must have past or current experience with ServiceNow, Remedy or a similarly trouble ticket system in a high-tempo, dynamic, operations-based Help Desk environment.
Must demonstrate the ability to perform desktop, laptop, and printer maintenance tasks.
Must be capable of supporting the Cheyenne Mountain Space Force Station (CMSFS) 24x7x365 environment independently as they may work alone.
DoD IAT Level II or higher

Nice To Haves

Experience with NISSCII, NORAD-NORTHCOM networks, PCs, and associated hardware and software.
Prior Help Desk experience as a technician.
Demonstrated experience and capability interfacing with Air Force and/or DOD customers at very high levels, as well as experience serving multiple DOD Agencies.
Trouble ticket system experience and skills (e. g. in Remedy or a similar product).
Ability to prepare, objectively review, and deliver technical presentations.
Must have a broad, deep, professional customer service orientation and demeanor.
Must excel in a high-tempo, high pressure working environments.
Must be familiar with military courtesies and customs.

Responsibilities

Troubleshoot and resolve supported systems in response to trouble tickets.
Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team.
Answer user network resource application questions and resolving associated problems.
Provide resolution to general classified and unclassified network and Personal Computer (PC) problems.
Use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
Initiate responses, tracking, updating, reviewing, and concluding actions in Remedy.
Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.
Coordinate and participate in installation and renovation projects.
Report job status to CSG leaders.
Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
Be willing to work flexible shifts and days as required.
Serve as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects.
Update system check checklists, operational checklists, and related documentation.
Perform other duties as required to support the 21CS mission.
Perform hardware and software technical refresh efforts.
Prepare status reports and trouble ticket metrics.