Help Desk Analyst

Clearance Required: Active TS/SCI or above

Job Responsibilities:

· Facilitating the excellent relationship between Government active duty/civilian customers and our contractor team.

· 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.

· Task effort includes manually handling, reviewing and editing messages, turning on/off intercepts and equipment.

· Recalling and servicing messages, as well as monitoring systems to maintain continuous system availability.

· Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval.

· Perform startups, reboots, server swaps, and shutdown of the systems.

· Reporting job status to MDC leaders.

· Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events.

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

· ***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, 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.

Minimum Qualifications:

· 1 year of direct experience.

· 2 years of general work history.

· High School diploma or GED.

· 2+ years of customer service experience.

· Experience with client peripherals including KVMs, card readers, monitors, servers, and printers.

· Must be able to complete training and receive MDC crew qualification within 60 Days.

· 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).

· Must be a U.S. Citizen

· Must have and be capable of maintaining a U.S. Department of Defense (DoD) Top Secret Clearance with SCI eligibility security clearance

Preferred Qualifications:

· 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.

· Experience with troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux.

· Experience with Department of Defense messaging and messaging systems.

· Experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized.

· Compliance with DoD 8140 IAT II requirements (e.g., a current Security+ CE certificate).