Help Desk Analyst II - DoD

INNOVIM•Colorado Springs, CO

2d•$60,000 - $70,000•Onsite

About The Position

INNOVIM is seeking a Help Desk Analyst to support the NISSC II contract. Your career at INNOVIM enables NISSC to fulfill its mission to “provide classified communications and processing for Command and Control (C2) capability in organizational work centers at NISSC sites.” As a member of our team, you will support corporate and customer mission to provide world-class IT services and support that connects systems and users across NORAD in the areas of software development/maintenance, network services, cyber security, systems administration, and other mission-critical areas. The Help Desk Analyst supports North American Aerospace Defense Command (NORAD) on the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II).

Requirements

Must have an active Top Secret Clearance with SCI eligibility
1 year of direct experience.
2 years of general work history.
High School diploma or GED.
2+ years of customer service experience.
Must be able to complete training and receive MDC crew qualification within 60 Days.
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 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.