Help Desk Analyst - NISSC - CMSFS

Location: Cheyenne Mountain Space Force Station (CMSFS), Colorado. Relocation assistance is not available. This is an on-site position; remote/telework is not available. Must hold an active Secret clearance. Shift work is required to support 24 × 7 operations, including nights, weekends, and holidays on a modified Panama schedule. Travel up to 10% of the time.

About the role

Selected by the Air Force Life Cycle Management Center’s Strategic Warning and Surveillance Systems Division for Operations, Maintenance, and Sustainment (OM&S) of critical mission systems supporting the North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC) Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II). Since 2020, NISSC II has provided:

• Operations, maintenance, and sustainment of current and legacy systems for surveillance and cataloging of man-made objects in space
• Mitigation of orbital conflicts
• Threat warnings and control from airborne, land-based, and space-based systems for threat activities
• Operations and maintenance of classified communications
• Software development and integration

NISSC II supports 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

Responsibilities

• Troubleshoot and resolve issues related to supported systems in response to trouble tickets, including desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, and occasionally office furniture
• Work with virtual desktop infrastructure (VDI), zero clients, and other related IT equipment
• Maintain current Windows operating systems and various MS Office products, such as Outlook and Adobe applications, as well as other government-approved software
• Support the CMSFS marquee, manage computer imaging servers, oversee communication closet/rack management, handle software license management, and perform other necessary duties and tasks
• Monitor all network capabilities, functions, and performance using diagnostic tools, monitoring systems, individual platforms, or data supplied by other sources, and create trouble tickets on all issues observed
• Apply a basic understanding of networking, including OSI model concepts, and basic understanding of Windows operating systems and Microsoft Office products
• Perform receipt, installation, configuration, connection, management, maintenance, reconnection, replacement, upgrading, updating, investigation, troubleshooting, repair, verification of proper operation, and installation/removal of approved end-user and shared devices
• Accurately document all customer contact via the ticketing system, including detailed issues reported, and provide ticket updates through incident resolution
• Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events
• Work with people and varied organizations via email or telephone to calmly extract knowledge of issues and determine root causes
• Coordinate and participate in installation and renovation projects
• Provide resolutions to general classified and unclassified network and Personal Computer (PC) problems

Requirements

• Must have IAT Level II or higher certification
• Must hold an active Secret clearance (dual citizenship may require relinquishing foreign citizenship to obtain clearance)
• Minimum of 1 year of direct experience
• Minimum of 2 years of work history
• Must be capable of supporting the CMSFS 24x7x365 environment using independent judgment

Qualifications

• Experience with USAF networks, PCs, and associated hardware and software is a significant plus
• Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software is a plus
• Trouble ticket system experience (e.g., ServiceNow, Remedy or similar products)
• Experience preparing status reports and trouble ticket metrics
• Associate’s or Bachelor’s degree preferred

Pay

$70,000–$80,000 annually, depending on experience, education, and certifications directly related to the position.

Benefits

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan
• Tax-saving options
• Disability and life insurance
• Pet insurance

Note: Benefits may vary based on employment type, location, and applicable agreements. Positions governed by a Collective Bargaining Agreement (CBA), the McNamara-O'Hara Service Contract Act (SCA), or other employment contracts may include different provisions/benefits.