INNOVIM is seeking a Communication Systems Technical Support Work Center Administrator to support the newly awarded 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 Description

**This position reports to the Cheyenne Mountain Space Force Station.

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 Communication Systems Technical Support Work Center 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.

Typical Duties Include:

• 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:

Clearance Requirements: Active TS/SCI

Educational Requirements: N/A

Certification Requirements: DoD IAT Level II or higher

Experience Requirements:

• 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.
• Must have the skills to troubleshoot and resolve 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 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 CMSFS 24x7x365 environment independently as they may work alone.

Desired 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.

IDS is committed to providing superior work in the fields of science, engineering, data analytics and technology to government agencies. We offer competitive compensation packages, including comprehensive nationwide Medical/Dental/Vision insurance programs, life insurance, matching 401k contribution and Educational/Training support.

Skills