Help Desk Administrator - Nissc

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Design your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed - today and into tomorrow. MISSION STATEMENT Jacobs is seeking a Help Desk Administrator to support the NISSC II contract. Your career at Jacobs enables NISSC to fulfill its mission to "provide classified communications and processing for Command and Control (C2) capability in organizational work centers at NISSC sites." As a member of our team, you will support corporate and customer missions to provide world-class IT services and support that connects systems and users across NORAD in the areas of software development/maintenance, network services, cyber security, systems administration, and other mission-critical areas.

JOB SUMMARY: 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.

The Help Desk Administrator will troubleshoot and resolve supported systems in response to trouble tickets. The supported hardware includes desktops, laptops, multi-function printers, monitors, keyboard/video/mouse (KVM) devices, media converters and modules, associated cable and connectors, occasionally office furniture, virtual desktop infrastructure (VDI), zero clients, and other related IT equipment. The software consists primarily of Windows 10, and other MS Office products such as Outlook, Adobe applications, and other Government-approved software.

RESPONSIBILITIES: 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, 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. 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. Serving as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects.

Updating system check checklists, operational checklists, and related documentation. Performing other duties as required to support the 21CS mission. Performing hardware and software technical refresh efforts.

Preparing status reports and trouble ticket metrics. Here's what you'll need: Position requirements:

Must have an active Top Secret Clearance with SCI Eligibility. Must have DoD IAT Level II or higher certification (Security CE) Must have 2 years of directly related experience. Must have 4 years of work history.

Must have (2) years of experience troubleshooting and resolving network and client issues in a Microsoft Windows Operating System environment.

Must be able to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks. Must have past or current experience with Remedy or a similar trouble ticket system in a high-tempo, dynamic, operations-based Help Desk environment.

Must demonstrate the ability to perform desktop, laptop, and printer maintenance tasks. Must be capable of supporting the CMSFS 24x7x365 environment independently as they may work alone. PREFERRED SKILLS:

Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software. Prior Help Desk experience as a technician. Demonstrated experience and capability interfacing with Air Force and/or DOD customers at very high levels, as well as experience serving multiple DOD Agencies.

Trouble ticket system experience and skills (e. g. in Remedy or a similar product). Ability to prepare, objectively review, and deliver technical presentations. Must have a broad, deep, professional customer service orientation and demeanor. Must excel in high-tempo, high-pressure working environments.

Must be familiar with military courtesies and customs. This position is expected to pay $76,000 - $81,000 annually; depending on experience, education, and any certifications that are directly related to the position. #cjpost Essential Functions Work Environment Work will be performed inside a large facility. An inside environment may be a cubicle or a lab environment (considerations: close quarters, low to moderate noise, bright or dim lighting). Work assignments vary based on client requirements.

Physical Requirements Sitting at desk. Phone use and PC or laptop. Filing required.

May require lifting and carrying boxes of supplies or files up to 25 lbs. Extended periods of sitting while on PC/laptop or phone. Equipment and Machines General office equipment, which includes telephone, fax machine, copier, PC/laptop, and other miscellaneous office equipment.

Attendance Regular attendance in accordance with the established work schedule is mandatory. You may be asked to continue performance during inclement weather or other conditions when others are not permitted to work. Travel Travel in and around Colorado Springs and Cheyenne Mountain may be required.

Other Essential Functions Employment is contingent upon obtaining all required certifications within the timeframe specified in a waiver by the government (if applicable) and maintaining required certifications through the duration of the contract. Failure to obtain/maintain required certifications will result in disqualification for this position and could result in termination. 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. Ability to communicate verbally and in writing to work effectively with a variety of government, military, and contractor personnel at all levels. Candidate must be able to interface effectively with individuals at all levels of the organization.

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. The position for which you are applying requires a US government security clearance.

This is to advise you, that should you be extended an offer, if you possess a dual citizenship (i.e., citizen of the US and another country), to be granted a clearance you will be required to relinquish your citizenship in the foreign country. Jacobs 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 education 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.