Help Desk Analyst - NISSC - CMSFS

Amentum•Colorado Springs, CO

1d•$70,000 - $80,000•Onsite

About The Position

The Help Desk Analyst supports North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). This role involves troubleshooting and resolving issues related to supported systems, including desktops, laptops, printers, monitors, KVM devices, and other IT equipment. The analyst will work with virtual desktop infrastructure (VDI) and zero clients, maintain Windows operating systems and MS Office products, and support various IT functions like computer imaging, communication closet management, and software license management. The position requires monitoring network capabilities, documenting customer interactions via a ticketing system, and supporting customer exercises and events. The analyst must be able to effectively communicate with users to determine the root cause of problems and coordinate installation and renovation projects. Shift work is required to support 24x7 operations, including nights, weekends, and holidays on a modified Panama schedule. This position is expected to pay $70,000-$80,000 annually.

Requirements

Must have IAT Level II or higher
Must have an Active Secret Clearance
Must have 1 year of direct experience
Must have 2 years of work history
Must be capable of supporting the CMSFS 24x7x365 environment using independent judgment
Have a basic understanding of networking, including OSI model concepts, and basic understanding of the concepts and functionality of Windows operating systems as well as Microsoft Office products.
Have experience involving receipt, installation, configuration, connection, management, maintenance, reconnection, replacement, upgrading, updating, investigation, troubleshooting, repair, verification of proper operation, and installation / removal of approved end-user and shared devices.
Have the ability to work with people and varied organizations via email or telephone and calmly extract knowledge of the issue to determine the root cause of the problem.

Nice To Haves

Experience with USAF networks, PCs, and associated hardware and software is a significant plus
Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software is a plus
Trouble ticket system experience and skills (e. g. in ServiceNow, Remedy or a similar product)
Experience preparing status reports and trouble ticket metrics
Associates or Bachelor's degree preferred

Responsibilities

Troubleshoot and resolve issues related to supported systems in response to trouble tickets.
Support the CMSFS marquee, managing computer imaging servers, overseeing communication closet/rack management, handling software license management, and performing other necessary duties and tasks.
Monitor all network capabilities, functions, and performance utilizing means provided by customers such as diagnostic tools, monitoring systems, individual platforms, or data supplied by other sources, and create trouble tickets on all issues observed.
Accurately document all customer contact via the ticketing system to include detailed issues reported and provide ticket updates through incident resolution.
Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
Coordinate and participating in installation and renovation projects
Provide resolutions to general classified and unclassified network and Personal Computer (PC) problems.