Help Desk Analyst II - NISSC - COS

Amentum•Colorado Springs, CO

4d•Onsite

About The Position

The Help Desk Analyst II 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 facilitate the excellent relationship between Government active duty/civilian customers and our contractor team. This role involves using Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues. The effort includes initiating responses, tracking, updating, reviewing, and concluding actions in Remedy. Tasks also involve manually handling, reviewing and editing messages, turning on/off intercepts and equipment, recalling and servicing messages, and monitoring systems to maintain continuous system availability. The analyst will perform log analysis, error detection, fault correction, data line alternate routing, message intercept and retrieval, and system startups, reboots, server swaps, and shutdowns. They will report on job status to MDC leaders and support the customer's annual exercises, planned monthly relocations, and unplanned real-world events. Shift work is required to support 24x7 operations, including nights, weekends, and holidays on a modified Panama schedule, with the ability to remain on-site for extended periods during emergencies and drills. This position is located at Cheyenne Mountain Space Force Station, Colorado.

Requirements

Active Top Secret Clearance with SCI eligibility
1 year or more of direct experience
2 years or more of general work history
High School diploma or GED
Experience handling and protecting highly classified information, data, and systems
Able to work flexible shifts as required, including days, nights, weekends and holidays
Reliable all-weather transportation and ability to remain on site for extended periods during emergencies and operations readiness exercises (drills)

Nice To Haves

Technical and communications skills to enable effective dialogue between internal and external customers, at all levels.
Experience with DoD cryptographic equipment and related material handling and use.
Experience with troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux.
Experience with Department of Defense messaging and messaging systems.
Experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized.
Compliance with DoD 8140 IAT II requirements (e.g., a current Security+ CE certificate).

Responsibilities

Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team.
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.
Manually handle, review and edit messages, turn on/off intercepts and equipment.
Recall and service messages, as well as monitoring systems to maintain continuous system availability.
Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval.
Perform startups, reboots, server swaps, and shutdown of the systems.
Report on job status to MDC leaders.
Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
Perform other duties as required to support the 21CS mission.
Work shifts to support 24x7 operations, including nights, weekends, and holidays on a modified Panama schedule.
Remain on-site for extended periods during emergencies and drills.