Client Support Administrator - NISSC - CMSFS

Client Support Administrator

Location: Cheyenne Mountain Space Force Station, Colorado

Relocation Assistance: None available at this time

Remote/Telework: NO - Not available for this position

Clearance Type: Top Secret with SCI Eligibility

Shift: 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.

Travel Required: Up to 10% of the time

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 Client Support Administrator 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. 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 11, and other MS Office products such as Outlook, Adobe applications, and other Government approved software.
• Facilitate the excellent relationship between Government active duty/civilian customers and our contractor team.
• Answer user network resource application questions and resolving associated problems.
• Provide resolution to general classified and unclassified network and Personal Computer (PC) problems.
• Use Remedy and similar management tools to complete and assign trouble tickets for network, PC, laptop, KVM, printer, and other IT issues.
• Initiate responses, tracking, updating, reviewing, and concluding actions in Remedy.
• Elevate troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.
• Coordinate and participate in installation and renovation projects.
• Report job status to CSG leaders.
• Support the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
• 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.
• Serve as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects.
• Update system check checklists, operational checklists, and related documentation.
• Perform other duties as required to support the 21CS mission.
• Perform hardware and software technical refresh efforts.
• Prepare status reports and trouble ticket metrics.

This position will be filled and work onsite at Cheyenne Mountain Space Force Station, Colorado

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.

This position is expected to pay $85,000 - $90,000 annually; depending on experience, education, and any certifications that are directly related to the position.

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

+ Must have an active Top Secret with SCI Eligibility

+ Must have 3 years or more of experience troubleshooting and resolving network and client issues in a Microsoft Windows Operating System environment.

+ Must have 5 years or more of general work history

+ Must be able to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.

+ Must have past or current experience with ServiceNow, Remedy or a similarly 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 Cheyenne Mountain Space Force Station (CMSFS) 24x7x365 environment independently as they may work alone.

+ Certification Requirements: DoD IAT Level II or higher

Desired Requirements

+ Experience with NISSCII, 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 a high-tempo, high pressure working environments.

+ Must be familiar with military courtesies and customs.

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.

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.

Compensation Details: 90,000.00 The compensation range or hourly rate listed for this position is provided as a good-faith estimate of what the company intends to offer for this role at the time this posting was issued. Actual compensation may vary based on factors such as job responsibilities, education, experience, skills, internal equity, market data, applicable collective bargaining agreements, and relevant laws.

Benefits Overview: Our health and welfare benefits are designed to support you and your priorities. Offerings include:

• Health, dental, and vision insurance
• Paid time off and holidays
• Retirement benefits (including 401(k) matching)
• Educational reimbursement
• Parental leave
• Employee stock purchase plan