Help Desk Analyst II - NISSC II

Amentum•Colorado Springs, CO

18h•$68,000 - $73,000•Onsite

About The Position

The Help Desk Analyst II supports the North American Aerospace Defense Command (NORAD) on the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). This role involves facilitating excellent relationships between Government customers and the contractor team, utilizing Remedy and similar tools to manage trouble tickets for various IT issues, and performing tasks such as handling, reviewing, and editing messages, monitoring systems for availability, log analysis, error detection, fault correction, and system startups/reboots. The position requires supporting customer exercises, planned relocations, and real-world events, with shift work necessary for 24x7 operations, including nights, weekends, and holidays on a modified Panama schedule. Extended on-site presence may be required during emergencies and drills.

Requirements

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)
Must possess a US Department of Defense security clearance
If possessing dual citizenship, must be willing to relinquish citizenship in the foreign country to be granted a clearance

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, track, update, review, and conclude actions in Remedy.
Manually handle, review, and edit messages, turn on/off intercepts and equipment.
Recall and service messages, as well as monitor 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.
Work shift work to support 24x7 operations, including nights, weekends, and holidays on a modified Panama schedule.
Remain on-site for extended periods during emergencies and drills.