Help Desk Analyst - NISSC II

Amentum•Colorado Springs, CO

1d•Onsite

About The Position

The Help Desk Specialist 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 troubleshoot and resolve issues related to supported systems in response to trouble tickets. The hardware supported includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, and occasionally office furniture. The role involves working with virtual desktop infrastructure (VDI), zero clients, and other related IT equipment. Responsibilities include maintaining current Windows operating systems and various MS Office products, such as Outlook and Adobe applications, as well as other government-approved software. The position also supports the CMSFS marquee, managing computer imaging servers, overseeing communication closet/rack management, handling software license management, and performing other necessary duties. The candidate will monitor all network capabilities, functions, and performance using provided tools and systems, creating trouble tickets for observed issues. A basic understanding of networking, including OSI model concepts, and Windows operating systems and Microsoft Office products is required. Experience with 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 is necessary. Accurate documentation of all customer contact via the ticketing system, including detailed issues reported and ticket updates through incident resolution, is essential. Support for customer annual exercises, planned monthly relocations, and unplanned real-world events is also part of the role. The ability to work with people and varied organizations via email or telephone, calmly extracting issue knowledge to determine root cause, is important. Coordination and participation in installation and renovation projects, and providing resolutions to general classified and unclassified network and Personal Computer (PC) problems are also key duties. Shift work is required to support 24x7 operations, including nights, weekends, and holidays, on a modified Panama schedule.

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.