BASIC REQUIREMENTS:

• Clearance: Top Secret with SCI eligibility
• IAT Level II Certification (CCNA-Security, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP)
• 4 or more years of experience troubleshooting and resolving network and client issues in a Microsoft Windows Operating System environment.
• 5 or more years of general work history
• Experience diagnosing network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
• Current experience with ServiceNow, Remedy or a similarly trouble ticket system in a high-tempo, dynamic, operations-based Help Desk environment.
• Experience performing desktop, laptop, and printer maintenance tasks.
• Must be capable of supporting the Cheyenne Mountain Space Force Station (CMSFS) 24x7x365 environment independently as they may work alone.

DESIRED REQUIREMENTS:

• Experience with NISSCII, NORAD-NORTHCOM networks, PCs, and associated hardware and software.
• Prior Help Desk experience as a technician.
• Demonstrated experience and capability interfacing with Air Force and/or DOD customers at very high levels, as well as experience serving multiple DOD Agencies.
• Trouble ticket system experience and skills (e. g. in Remedy or a similar product).
  This position is expected to pay $80,000 - $85,000 annually; depending on experience, education, and any certifications that are directly related to the position.
  This position will be posted for a minimum of 3 days. If a candidate has not been selected at that time, it will continue to be posted until a suitable candidate is selected or the position is closed.
  Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Typical benefits offered include flexible work schedules, educational reimbursement, retirement benefits (401K match), employee stock purchase plan, health benefits, tax saving options, disability benefits, life and accident insurance, voluntary benefits, paid time off and paid holidays, and parental leave.
  

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PHYSICAL REQUIREMENTS

• Position will require extended periods of sitting while on PC/laptop or phone.
• Position will require lifting and carrying boxes of supplies or files up to 25 lbs.
• Position will require climbing, working at heights, and in small, confined spaces such as under raised floors, inside closets, and server racks.
• Position will require sitting, stooping, kneeling, and/or crouching for long periods of time.
• Position will require work in noisy areas with hotter and colder temperatures than standard office environmental conditions.
• Position will require lifting and/or transporting equipment weighing up to 50 pounds.
• There is a possibility that due to parking availability and the location of work, traveling moderate to long distances may be required.

DESCRIPTION OF DUTIES:

The Client Support Administratorsupports North American Aerospace Defense Command (NORAD) on the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). The candidate will:

Typical Duties Include:

• Facilitating the excellent relationship between Government active duty/civilian customers and our contractor team.
• Answering user network resource application questions and resolving associated problems.
• Providing resolution to general classified and unclassified network and Personal Computer (PC) problems.
• 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.
• Elevating troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.
• Coordinating and participate in installation and renovation projects.
• Reporting job status to CSG leaders.
• Supporting the customer’s annual exercises, planned monthly relocations, and unplanned real-world events.
• Must be willing to work flexible shifts and days as required. Assigned schedules will normally be one of the following three shifts.
• 12-hour day shift (0600-1800), including weekends and holidays. 3 days on, 3 days off in the first week, then 4 days on, 4 days off in the second week.
• 12-hour night shift (1800-0600), 3/3/4/4, including weekends and holidays. 3 days on, 3 days off in the first week, then 4 days on, 4 days off in the second week.
• 8-hour day shift (0700-1530), Monday - Friday.
• Serving as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects.
• Updating system check checklists, operational checklists, and related documentation.
• Performing other duties as required to support the 21CS mission.
• Performing hardware and software technical refresh efforts.
• Preparing status reports and trouble ticket metrics.

OTHER ESSENTIAL FUNCTIONS

• Candidate must exhibit professional behavior that promotes teamwork, fosters cooperation, and enhances productivity in the workplace.
• Must be well organized with the ability to coordinate, prioritize, and execute multiple tasks simultaneously in a high-pressure environment.
• Grooming and dress are usually business casual but dependent on the client’s standards. Must not pose a safety hazard to employees working in the same general area.