Help Desk Analyst II

On-site Help Desk Analyst II delivering IT support for NORAD systems at Cheyenne Mountain, in Colorado Springs, with 24x7 shift coverage and Remedy ticketing, coordinating with government customers under Top Secret with SCI eligibility, and a salary range of USD 68,000 - 73,000 per year.

Responsibilities

• Maintain strong relationships between government active duty and civilian customers and our contractor team.
• Use Remedy and similar ticketing tools to log, assign, and close trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
• Initiate, track, update, review, and close actions in Remedy.
• Manually handle, review and edit messages, and operate intercepts and equipment as required.
• Recall service messages, and monitor systems to maintain continuous system availability.
• Analyze logs, detect errors, perform fault corrections, route data lines as needed, and intercept or retrieve messages.
• Perform startups, reboots, server swaps, and shutdowns of systems.
• Report job status to MDC leaders.
• Support the customer’s annual exercises, planned monthly relocations, and unplanned real-world events.
• Fulfill additional duties to support the 21CS mission.

Requirements

• Active Top Secret Clearance with SCI eligibility
• 1 year or more of direct experience
• 2 years or more of general work history
• High School diploma or GED
• Able to complete MDC crew qualification within 60 days of hire
• Experience handling and protecting highly classified information, data, and systems
• Flexible shifts 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)

Technologies

• Remedy
• Solaris
• Unix
• Linux

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

Our NORAD Operations Group

• 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