Help Desk Analyst II - DoD

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).

Location: Cheyenne Mountain Space Force Station, Colorado

Relocation Assistance: None available at this time

Remote/Telework: NO - Not available for this position

Clearance Type: Top Secret with SCI Eligibility

Shift: Shift work is required to support 24×7 operations.

Position Closes: 7/10/26

The Candidate Will Facilitate

The Candidate Will Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team.

Use Remedy and similar management tools

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

• Initiate responses, tracking, updating, reviewing, and concluding actions in Remedy.
• Task effort includes manually handling, reviewing and editing messages, turning on/off intercepts and equipment.
• Recall and service 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 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;

Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events

• Support the customer's annual exercises,
• Planned monthly relocations,
• Unplanned real-world events,

Perform 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.
• Must be able to complete training and receive MDC crew qualification within 60 Days.
• 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).

Pay

This position is expected to pay $60,000 – $70,000 annually; depending on experience, education, and any certifications that are directly related to the position

Benefits

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.