Help Desk Specialist - NISSC - CMSFS

Amentum•Colorado Springs, CO

4d•$55,000 - $70,000•Onsite

About The Position

Our NORAD Operations Group Selected by the Air Force Life Cycle Management Center’s Strategic Warning and Surveillance Systems Division for Operations, Maintenance, and Sustainment (OM&S) of critical mission systems for the North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC), we support the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). Since 2020, through the (ITW/AA) and Space Support Contract II (NISSC II), has provided: Operations, maintenance, and Sustainment of current and legacy systems for the surveillance and cataloging of manmade objects in space. Mitigation of orbital conflicts. Threat warnings and control from airborne, land-based, and space-based systems for threat activities. Operations and maintenance of classified communications. Software development and integration. NISSC II supports the classified communications and processing for Command and Control (C2) capability and legacy space C2 systems located at: Cheyenne Mountain Space Force Station (CMSFS), Colorado Peterson Space Force Base (PSFB), Colorado Offutt Air Force Base, Nebraska Vandenberg Space Force Base, California Numerous sensor and forward operator sites around the world Description of Duties: 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: Troubleshooting and resolving issues related to supported systems in response to trouble tickets. The hardware you will support includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, and occasionally office furniture. Work with virtual desktop infrastructure (VDI), zero clients, and other related IT equipment. Be responsible for maintaining current Windows operating systems and various MS Office products, such as Outlook and Adobe applications, as well as other government-approved software. Supporting 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. 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. Accurately document all customer contact via the ticketing system to include detailed issues reported and provide ticket updates through incident resolution. Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events. 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. Coordinate and participating in installation and renovation projects Provide resolutions to general classified and unclassified network and Personal Computer (PC) problems. This position will be filled and work onsite at Cheyenne Mountain Space Force Station, Colorado Shift work is required to support 24 × 7 operations. It is important to be available to work any shift/designated hours required, 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 or more of directly related experience
Must have 2 years or more of general work history
Must be capable of supporting the CMSFS 24x7x365 environment using independent judgment

Nice To Haves

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

Responsibilities

Troubleshooting and resolving issues related to supported systems in response to trouble tickets.
Maintaining current Windows operating systems and various MS Office products, such as Outlook and Adobe applications, as well as other government-approved software.
Supporting 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.
Supporting 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.