NCC Help Desk - NISSC III - CMSFS

Amentum•Colorado Springs, CO

19h•Onsite

About The Position

The position supports the North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC 3). The candidate will troubleshoot and resolve supported systems in response to trouble tickets. The supported hardware includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, occasionally office furniture, virtual desktop infrastructure (VDI), zero clients, and other related IT equipment. The software consists primarily of Windows 10, and other MS Office products such as Outlook, Adobe applications, and other Government approved software. Additional support items can include CMSFS’ marquee, computer imaging servers, communication closet/rack management, software license management, and other required duties/tasks. The role facilitates an excellent relationship between Government active duty/civilian customers and the contractor team. The candidate will answer user network resource application questions and resolve associated problems, and provide resolutions to general classified and unclassified network and Personal Computer (PC) problems. The candidate will use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues, initiating responses, tracking, updating, reviewing, and concluding actions in Remedy. Troubleshooting actions and results will be elevated to other 21CS work centers or other technical support organizations when appropriate for further resolution. The role involves coordinating and participating in installation and renovation projects, reporting job status to CSG leaders, and supporting customer annual exercises, planned monthly relocations, and unplanned real-world events. The candidate will perform other duties as required to support the 21CS mission, prepare status reports and trouble ticket metrics, and be willing to work flexible shifts and days as required. Assigned schedules will normally be one of three shifts: 12-hour day shift (0600-1800), including weekends and holidays, on a 3 days on, 3 days off in the first week, then 4 days on, 4 days off in the second week schedule; 12-hour night shift (1800-0600), including weekends and holidays, on a 3/3/4/4 schedule; or an 8-hour day shift (0700-1530), Monday - Friday. This position is expected to pay $68,000-$70,000 annually, depending on experience, education, and certifications. The position will be filled and work onsite at Cheyenne Mountain Space Force Station, Colorado. Shift work is required to support 24x7 operations, and availability for any shift/designated hours including nights, weekends, and holidays on a modified Panama schedule is important. Resumes, in month and year format, must be submitted with application to be considered. The selected candidate may be assigned as one of our teammate companies.

Requirements

Must have DoD IAT Level II or higher or SEC+.
Must have an active Secret Clearance.
Must have 1 year of direct experience.
Must have 2 years of work history.
Must be able to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
Must demonstrate the ability to perform desktop, laptop, and printer maintenance tasks.
Must be capable of supporting the CMSFS 24x7x365 environment independently as they may work alone.

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 Remedy or a similar product).

Responsibilities

Troubleshoot and resolve supported systems in response to trouble tickets.
Support hardware including desktops, laptops, multi-function printers, monitors, KVM devices, media converters and modules, associated cables and connectors, office furniture, VDI, zero clients, and other related IT equipment.
Support software primarily Windows 10, MS Office products (Outlook), Adobe applications, and other Government approved software.
Provide additional support for CMSFS marquee, computer imaging servers, communication closet/rack management, and software license management.
Facilitate excellent relationships between Government customers and the contractor team.
Answer user network resource application questions and resolve associated problems.
Provide resolutions to general classified and unclassified network and PC problems.
Use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
Initiate responses, track, update, review, and conclude actions in Remedy.
Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate.
Coordinate and participate in installation and renovation projects.
Report on job status to CSG leaders.
Support customer annual exercises, planned monthly relocations, and unplanned real-world events.
Perform other duties as required to support the 21CS mission.
Prepare status reports and trouble ticket metrics.
Be willing to work flexible shifts and days as required.