E&M Technologies, Inc. is dedicated to recruiting and developing diverse, high-performing talent who are passionate about what they do. Our employees are unified in a shared dedication to our customers’ mission and quest for professional growth. E&M provides an inclusive, engaging environment designed to empower employees and promote work-life success. Fundamental to our culture is an unwavering focus on values, dedication to our communities, and commitment to excellence in everything we do.
E&M Technologies, Inc. is currently seeking a Communication Systems Technical Support Work Center – Administrator to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command (NORAD). NORAD is a United States and Canada bi-national organization charged with the missions of aerospace warning, aerospace control and maritime warning for North America. Aerospace warning includes the detection, validation, and warning of attack against North America whether by aircraft, missiles, or space vehicles, through mutual support arrangements with other command.
Job Responsibilities
- 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.
- 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.
- Must be willing to work flexible shifts and days as required.
Minimum Qualifications
- Broad, deep, professional customer service orientation and demeanor.
- Ability to excel in high-tempo, high-pressure work environments.
- Familiarity with military courtesies and customs.
- Possess the skills to troubleshoot and resolve network and client issues in a Microsoft Windows Operating System environment.
- Ability to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
- Past or current experience with Remedy or a similar trouble ticket system in a high-tempo, dynamic, operations-based Help Desk environment.
- Demonstrated ability to perform desktop, laptop, and printer maintenance tasks.
- Ability to support the CMSFS 24x7x365 environment independently as they may work alone.
- Must be a U.S. Citizen.
- Must have and be capable of maintaining a U.S. Department of Defense (DoD) security clearance at the required level.
Preferred Qualifications
- 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.
- Experience participating in and effectively contributing to a highly-collaborative team environment.
- Demonstrated ability to be innovative and to work independently.
- Strong verbal and written communication skills.
- Experience with Microsoft Office Suite (e.g., Word, Excel, PowerPoint, etc.)
To Apply for this Position:
You must have the Minimum Qualifications in your resume to be selected as a candidate.
Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results. In addition, E&M Technologies, Inc. provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays, and paid time off (PTO) for vacation and/or personal business. More benefit details here.
The health and safety of our employees and their families is a top priority. With the continuing impacts of COVID-19 around the world, we are taking action to protect the health and well-being of our colleagues and maintain the safety of the communities where we operate. As a federal contractor, and consistent with Executive Order 14042 (https://www.saferfederalworkforce.gov/contractors/) we will require all newly hired employees in the United States to be fully vaccinated by January 18, 2022, or by your start date if it is after January 18th. Federal guidance allows for disability/medical and religious accommodations with respect to the vaccine requirement. Any requested accommodations must be reviewed and approved (if applicable) in advance of your start date.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. U.S. Citizenship is required for most positions.
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