NCC Help Desk - NISSC - CMSFS

Amentum•Colorado Springs, CO

2d•Onsite

About The Position

The NCC Help Desk supports the 21st Communication Squadron on the NORAD Cheyenne Mountain Complex Integrated Tactical Warning/Attack Assessment and Space Support Contract II. The role provides troubleshooting and user support for classified and unclassified networks, computers, and related IT equipment at Cheyenne Mountain Space Force Station. The position is onsite and supports a 24×7×365 operational environment, requiring schedule flexibility, including availability for nights, weekends, and holidays. Travel may be required up to 10% of the time. Supported equipment includes desktops, laptops, multifunction printers, monitors, KVM devices, media converters and modules, cabling and connectors, virtual desktop infrastructure, zero clients, and other related IT equipment. Software support primarily involves Windows 10, Microsoft Office products such as Outlook, Adobe applications, and other government-approved software. Additional support may include the facility marquee, computer imaging servers, communication closet and rack management, and software license management. The position is expected to pay $68,000–$70,000 annually, depending on experience, education, and relevant certifications. The role requires an active Secret clearance and DoD IAT Level II or higher certification, or Security+.

Requirements

Active Secret security clearance.
DoD IAT Level II or higher certification, or Security+ certification.
At least 1 year of direct experience.
At least 2 years of work history.
Ability to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
Ability to perform desktop, laptop, and printer maintenance tasks.
Ability to independently support a 24×7×365 environment, including potentially working alone.
Availability for assigned shifts, including nights, weekends, and holidays.
Submit a resume with employment dates in month-and-year format.

Nice To Haves

Experience with USAF networks, PCs, and associated hardware and software.
Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software.
Experience using trouble-ticket systems such as Remedy or similar products.

Responsibilities

Troubleshoot and resolve supported systems in response to trouble tickets.
Answer user questions about network resource applications and resolve related problems.
Resolve general classified and unclassified network and personal computer problems.
Use Remedy or similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
Initiate, track, update, review, and conclude actions in Remedy.
Escalate troubleshooting actions and results to other 21st Communication Squadron work centers or technical support organizations when appropriate.
Coordinate and participate in installation and renovation projects.
Report job status to CSG leaders.
Support annual customer exercises, planned monthly relocations, and unplanned real-world events.
Prepare status reports and trouble-ticket metrics.
Support the customer's mission by performing other required duties.
Work assigned shifts and days as required to support 24×7 operations.