NCC Help Desk - NISSC III - CMSFS

Amentum•Colorado Springs, CO

2d•$68,000 - $70,000•Onsite

About The Position

The NCC Help Desk 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). This role involves troubleshooting and resolving issues with various IT hardware and software, maintaining excellent relationships with government customers, and providing support for network and PC problems. The candidate will utilize tools like Remedy for ticket management, escalate issues when necessary, and participate in installation and renovation projects. They will also report on job status, support customer exercises and events, and prepare status reports and metrics. The position requires flexibility in working shifts, including nights, weekends, and holidays, on a modified Panama schedule to support 24x7 operations.

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, including desktops, laptops, multi-function printers, monitors, KVM devices, media converters and modules, associated cables and connectors, virtual desktop infrastructure (VDI), zero clients, and other related IT equipment.
Support software including Windows 10, MS Office products (Outlook), Adobe applications, and other Government approved software.
Provide support for CMSFS marquee, computer imaging servers, communication closet/rack management, and software license management.
Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team.
Answer user network resource application questions and resolve associated problems.
Provide resolutions to general classified and unclassified network and Personal Computer (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, tracking, updating, reviewing, and concluding actions in Remedy.
Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.
Coordinate and participate in installation and renovation projects.
Report on job status to the CSG leaders.
Support the customer's 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, including 12-hour day shifts (0600-1800), 12-hour night shifts (1800-0600), or 8-hour day shifts (0700-1530), including weekends and holidays on a modified Panama schedule.