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Jacobs Help Desk Analyst II - NISSC II in Colorado Springs, Colorado

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Seeking a Help Desk Analyst II to support the NISSC II contract. Your career 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 mission 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.


**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 Analyst II operates the systems housed within the Message Distribution Center (MDC) including Secure Messaging and Routing Terminal Next Generation (SMART.neXt).


  • 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.

Here’s what you’ll need :

Position requirements:

  • Must have active Top Secret with SCI eligibility.

  • 1 year of directly related experience.

  • 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).

  • 2 years of work history.

  • High School diploma or GED.


  • Technical and communications skills to enable effective dialogue between internal and external customers, at all levels.

  • Knowledge of and successful experience with DoD cryptographic equipment and related material handling and use.

  • Knowledge of and successful experience with troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux.

  • Basic knowledge of and experience with Department of Defense messaging and messaging systems.

  • Successful experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized.

  • Compliance with DoD 8570 IAT II requirements (e.g., a current Security CE certificate) is highly desired, but not required.

  • Demeanor commensurate with working professionally alongside peers and leaders in a diverse, team environment.

  • Willingness to prioritize and quickly respond to customer requests.

This position is expected to pay $ 65,000 - $68,000 annually; depending on experience, education, and any certifications that are directly related to the position.


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).

  • Commuting between locations may be required daily (10-minute drive)

  • Work assignments vary based on client requirements.

  • Work may include travel with the military to participate in exercises in austere conditions.

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.

  • May require operating motor vehicles for commuting between locations.


  • 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 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.

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 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.

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.