Help Desk Analyst II - NISSC II

About the role

The NORAD Operations Group supports the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II) missions. Since 2020, they have provided operations, maintenance, and sustainment of critical mission systems for the surveillance and cataloging of man-made objects in space, mitigation of orbital conflicts, threat warnings, and classified communications.

Responsibilities

• Facilitating relationships between government customers and contractor teams.
• Using Remedy and similar management tools to handle and track IT issues.
• Initiating responses, tracking, updating, and concluding actions in Remedy.
• Performing log analysis, error detection, fault correction, data line alternate routing, and message intercept and retrieval.
• Supporting customer exercises, planned relocations, and real-world events.
• Performing other duties as required to support the 21CS mission.

Requirements

• Active Top Secret Clearance with SCI eligibility.
• 1 year of direct experience.
• 2 years of general work history.
• A high school diploma or GED.
• 2+ years of customer service experience.
• Ability to complete training and receive MDC crew qualification within 60 days.
• Experience handling and protecting highly classified information.
• Able to work flexible shifts, including nights, weekends, and holidays.
• Reliable transportation and ability to remain on site during emergencies and drills.

Qualifications

• Technical and communication skills for effective dialogue with internal and external customers.
• Experience with DoD cryptographic equipment and related material handling.
• Experience with troubleshooting computer systems, networks, and operating systems, including Solaris, Unix, and Linux.
• Experience with Department of Defense messaging and systems.
• Experience in a high-visibility, mission-focused environment with closely monitored systems availability.
• Compliance with DoD 8140 IAT II requirements (e.g., a current Security+ CE certificate).

Skills

• Customer service skills.
• Technical troubleshooting skills.
• Communication skills.
• Handling and protecting classified information.
• Flexible scheduling.

Benefits

• Health, dental, and vision insurance.
• Paid time off and holidays.
• Roth 401(k) match.
• Employee stock purchase plan.
• Tax-saving options.
• Disability and life insurance.
• Parental leave.
• Pet insurance.

Pay

$32.69 to $35.10 per hour.

Schedule

Shift work is required to support 24×7 operations. Can work nights, weekends, and holidays on a modified Panama schedule, and may need to remain on-site for extended periods during emergencies and drills.

Benefits

• Retirement benefits (401(k) match).
• Education reimbursement.
• Flexible work schedules.
• Disability and life insurance.
• Voluntary benefits.
• Paid time off and holidays.
• Parental leave.
• Pet insurance.

Original Posting

This job requisition will remain open for at least three days, with a closing date no earlier than three days after the original posting. The timeline may change based on business needs.