Position Title: NCC Help Desk

Location: Cheyenne Mountain Space Force Station, Colorado Springs, CO

Relocation Assistance: None available at this time

Remote/Telework: NO - Not available for this position

Clearance Type: DoD Secret

Shift: Shift work is 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.

Travel Required: Up to 10% of the time

Our NORAD Operations Group

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 for the North American Aerospace Defense Command (NORAD) Cheyenne Mountain Complex (NCMC), we support the Integrated Tactical Warning/Attack Assessment (ITW/AA) and Space Support Contract II (NISSC II).

Since 2020, through the (ITW/AA) and Space Support Contract II (NISSC II), has provided:

• Operations, maintenance, and Sustainment of current and legacy systems for the surveillance and cataloging of manmade 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 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 NCC Help Desk supports 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:

• Troubleshoot and resolve supported systems in response to trouble tickets.

o The supported hardware includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cables and connectors, occasionally office furniture, virtual desktop infrastructure (VDI), zero clients, and other related IT equipment.

o The software consists primarily of Windows 10, and other MS Office products such as Outlook, Adobe applications, and other Government approved software.

o Additional support items can include CMSFS’ marquee, computer imaging servers, communication closet/rack management, software license management, and other required duties/task.

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

• Answer user network resource application questions and resolving associated problems.

• Provide resolution to general classified and unclassified network and Personal Computer (PC) problems.

• 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 in Remedy.

• Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.

• Coordinate and participating in installation and renovation projects.

• Report job status to CSG leaders.

• Support 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.

o 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.

o 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.

o 8-hour day shift (0700-1530), Monday - Friday.

• Performing other duties as required to support the 21CS mission.

• Preparing status reports and trouble ticket metrics.

This position will be filled and work onsite at Cheyenne Mountain Space Force Station, Colorado Springs, CO

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The selected candidate may be assigned as one of our teammate companies.

Basic Requirements:

• Must have 1 year of direct experience.

• Must have 2 years of work history.

• Must have experience diagnosing network and client issues, troubleshooting connectivity, and performing routine maintenance tasks.

• Must have experience performing desktop, laptop, and printer maintenance tasks.

• Must be capable of supporting the CMSFS 24x7x365 environment independently as they may work alone.

• Must have a current DoD IAT Level II or higher (eg Security+ CE)

• Must have an active DoD Secret Security Clearance.

Desired Requirements:

• Have experience with USAF networks, PCs, and associated hardware and software

• Have experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software

• Have trouble ticket system experience and skills (e. g. in Remedy or a similar product).

This position is expected to pay $55,000 - $70,000 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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