Help Desk Analyst II

The Help Desk Analyst II 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 facilitate the excellent relationship between Government active duty/civilian customers and our contractor team. The Help Desk Analyst II will use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues. The candidate will also perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval. The Help Desk Analyst II will support the customer's annual exercises, planned monthly relocations, and unplanned real-world events.

What You Will Do

The Help Desk Analyst II will perform various tasks including manually handling, reviewing and editing messages, turning on/off intercepts and equipment, recalling and servicing messages, monitoring systems to maintain continuous system availability, performing startups, reboots, server swaps, and shutdown of the systems, reporting on job status to MDC leaders, and performing other duties as required to support the 21CS mission.

Why It Might Be a Fit

The candidate should have technical and communications skills to enable effective dialogue between internal and external customers, at all levels. Experience with DoD cryptographic equipment and related material handling and use, troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux, and experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized, is desired.

Requirements

• Must have an 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
• Must be able to complete training and receive MDC crew qualification within 60 Days upon hire
• Experience handling and protecting highly classified information, data, and systems
• Able to work flexible shifts as required, 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)

Benefits

• 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
• Parental leave