Help Desk Analyst II

INNOVIM is seeking a Help Desk Analyst to support the NISSC II contract. Your career at INNOVIM enables NISSC to fulfill its mission to “provide classified communications and processing for Command and Control (C2) capability in organizational work centers at NISSC sites.” As a member of our team, you will support corporate and customer mission to provide world-class IT services and support that connects systems and users across NORAD in the areas of software development/maintenance, network services, cyber security, systems administration, and other mission-critical areas.

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 Analyst supports North American Aerospace Defense Command (NORAD) on the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II).

Shift work could be 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, and can remain on-site for extended periods during emergencies and drills.

This position is on-site in Colorado Springs, CO, and reports to Cheyenne Mountain.

The candidate will:

• Facilitating the excellent relationship between Government active duty/civilian customers and our contractor team.
• Using 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.
• Task effort includes manually handling, reviewing and editing messages, turning on/off intercepts and equipment.
• Recalling and servicing messages, as well as monitoring systems to maintain continuous system availability.
• Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval.
• Perform startups, reboots, server swaps, and shutdown of the systems.
• Reporting job status to MDC leaders.
• Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
• Performing other duties as required to support the 21CS mission.

Basic Requirements:

• Must have an active Top Secret Clearance with SCI eligibility
• 1 year of direct experience.
• 2 years of general work history.
• High School diploma or GED.
• 2 years of customer service experience.
• Experience with client peripherals including KVMs, card readers, monitors, servers, and printers.
• Must be able to complete training and receive MDC crew qualification within 60 Days.
• Experience handling and protecting highly classified information, data, and systems.
• Able to work flexible shifts as required, including days, nights, weekends and holidays.
• Reliable all-weather transportation and ability to remain on site for extended periods during emergencies and operations readiness exercises (drills).

Desired Requirements:

• 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.
• Compliance with DoD 8140 IAT II requirements (e.g., a current Security CE certificate).

INNOVIM is committed to providing superior work in the fields of science, engineering, data analytics and technology to government agencies. We offer competitive compensation packages, including comprehensive nationwide Medical/Dental/Vision insurance programs, life insurance, matching 401k contribution and Educational/Training support.

Job Type: Full-time

Pay: $61,438.00 - $64,647.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Day shift
• Night shift
• Weekends as needed

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Location:

• Colorado Springs, CO (Required)

Security clearance:

• Top Secret (Required)

Ability to Relocate:

• Colorado Springs, CO: Relocate before starting work (Required)

Work Location: In person

Salary : $61,438 - $64,647