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 Helpdesk Support Specialist 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 for hardware including 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.
Troubleshoot and resolve supported systems in response to trouble tickets for software including primarily of Windows 10, and other MS Office products such as Outlook, Adobe applications, and other Government approved software.
Support additional items such as CMSFS' marquee, computer imaging servers, communication closet/rack management, software license management, and other required duties/task.
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 participating in installation and renovation projects.
Reporting job status to CSG leaders.
Supporting the customer's annual exercises and unplanned real-world events at Cheyenne Mountain Space Force Base.
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.
- Performing other duties as required to support the 21CS mission.
- Preparing status reports and trouble ticket metrics.
Shift work could be required to support 247 operations. It is important to be available to work any shift/designated hours required including nights, weekends, and holidays on a modified Panama schedule, and can remain on-site for extended periods during emergencies and drills.*
This position is on-site in Colorado Springs, CO, and reports to Cheyenne Mountain.*
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:
Certification Requirements: DoD IAT Level II or higher or SEC+ CE
Clearance Requirements: Secret.
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.
Desired Requirements:
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 and skills (e. g. in Remedy or a similar product).
This position is expected to pay $55,000 - $68,000 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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The position for which you are applying requires a US Department of Defense security clearance. This is to advise you that if you possess dual citizenship (i.e., a citizen of the US and another country), to be granted a clearance, you will be required to relinquish your citizenship in the foreign country.
Essential Functions:
Communication
Work Environment
Work will be performed inside a large facility.
Work environment may be a cubicle (considerations: close quarters, low to moderate noise, bright or dim lighting).
Work assignments vary based on client requirements.
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.
There is a possibility that due to parking availability and the location of work, traveling moderate to long distances may be required.
Equipment and Machines
General office equipment, which includes telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment.
Servers, switches, routers, and other computer equipment that supports the network environment.
Operating hand tools, power tools, ladders, and test equipment.
Attendance
Regular attendance following the established work schedule is mandatory.
It is important to be able to work any shift/designated hours required.
You may be asked to continue performance during inclement weather or other conditions when others are not permitted to work.
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.
