Service Desk Intake Support Specialist

E&M Technologies, Inc.•Colorado Springs, CO

2d•Onsite

About The Position

E&M Technologies, Inc. is currently seeking a Service Desk Intake Support Specialist to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD)/United States Northern Command (USNORTHCOM) Information Technology (IT) Enterprise Services (NITES). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other commands.

Requirements

AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years of related experience with relevant certification.
Compliance with DoD 8140 IAT II requirements (e.g., a current Security+ CE certificate).
Must be a U.S. Citizen
Must have and be capable of maintaining a U.S. Department of Defense (DoD) Security Clearance at the appropriate level.

Nice To Haves

Technical and communications skills to enable effective dialogue between internal and external customers, at all levels.
Experience with DoD cryptographic equipment and related material handling and use.
Experience with troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux.
Experience with Department of Defense messaging and messaging systems.
Experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized.

Responsibilities

Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems.
Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists.
Maintains and updates records and tracking databases. Alerts management to recurring problems and patterns of problems.