Help Desk Analyst III - NISSC II

Amentum•Colorado Springs, CO

1d•Onsite

About The Position

The Help Desk Analyst III supports 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 acting as a liaison between the contract company and government contract fulfillment, managing mission operations, and providing IT support for various systems. The position requires a strong understanding of IT systems, security protocols, and the ability to work in a high-pressure, mission-critical environment. The candidate will be responsible for system administration, troubleshooting, and ensuring the availability and security of critical mission systems.

Requirements

Valid CompTIA Security+ certification and certificate maintenance IAW 8140 Requirements.
A broad understanding of SMART.neXt and SMART-R Mission System Administration, client peripherals including KVMs, card readers, monitors, servers, and printers.
Willingness to execute all required Mission, Company, and Government required training, to also include MDC crew qualification administration certification.
Experience in handling and protecting Top Secret/Secret Compartmented Information (SCI), data, and systems.
Able to work flexible shifts as required, including days, nights, weekends, and holidays.
Demeanor commensurate with working professionally alongside peers and leaders in a diverse, team environment.
Willingness to prioritize and quickly respond to customer requests.
Reliable all-weather transportation and ability to remain on site for extended periods of time during emergencies and operations readiness exercises (drills).
Compliance with DoW 8140 IAT II requirements (e.g., a current Security+ CE certificate) is required.

Nice To Haves

Demonstrable experience with military command, control, and communications hardware.
Technical and communications skills to enable effective dialogue between internal and external customers, at all levels.
Knowledge of and successful experience with DoD cryptographic equipment and related material handling and use.
Knowledge of and successful experience with troubleshooting computer systems, networks, and operating systems, including Solaris, Unix, and/or Linux.
Basic knowledge of, and experience with Department of Defense messaging and Data Secure Transport messaging systems.
Successful experience in a high-visibility, mission-focused environment where systems availability is closely monitored, prioritized, and reported.

Responsibilities

Liaison between contract-company and government contract fulfillment.
Mission Management, to include: Duty Scheduling; Leave approvals/Denials; SMART.neXt and SMART-R Cross Domain Server manipulation, FORM-4 processing for outages and associated scheduling, Preparing and attending Command-level briefings, maintaining SCIF accreditation, Standard Operating Procedures (SOP) creation and updating, Operations Floor Checklist upkeep, and overseeing Secure Container 24/7 availability to meet customer and PWS requirements.
SMART.neXt System Administration/Security Administration and Frontside/Backside SMART.neXt Line creation/maintenance customer service.
Primary Special Security Representative (SSR) for regional SSO.
ITE Account Management Using Work Order Management System (WOMS) and similar tools to assign and track trouble tickets for network, PC, laptop, KVM, printer, SMART.neXt, SMART-R, and other IT issues.
Manually handling, reviewing, and editing messages, turning on/off intercepts and equipment, line routing to alternate recipients.
Recalling and servicing messages, as well as monitoring Mission System(s) health and initiating specialized troubleshooting techniques.
Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval.
Perform startups, reboots, server swaps, Backup and Restoration of the CDS system(s).
Reporting statuses to MDC leaders and appropriate government personnel.
Supporting Readiness Exercises, planned monthly relocations, and unplanned real-world events.
Performing all other duties as required to support the 21 CS mission.