Help Desk Support (EM09-122)

Colorado Springs, CO

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 Help Desk Support 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

The Help Desk Technician 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 cables 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. Additional support items can include CMSFS’ marquee, computer imaging servers, communication closet/rack management, software license management, and other required duties/tasks.

Typical Duties Include:

  • 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, track, update, review, and conclude 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.
  • 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.
  • Serve as coordination point between 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 21CS mission.
  • Perform hardware and software technical refresh efforts.
  • Prepare status reports and trouble ticket metrics.

Minimum Qualifications

  • Associates Degree in in a computer field. Progressive relevant training and/or certification may be substituted for a portion of the experience requirement.
  • Active DoD 8570 IAT II certification (e.g., Security+ ce)
  • Must have or be able to quickly obtain a current Windows Operating System (OS) certification.
  • Must be able to diagnose network and client issues, troubleshoot connectivity, and perform routine maintenance tasks.
  • Must demonstrate the ability to perform desktop, laptop, and printer maintenance tasks.
  • Must be familiar with military courtesies and customs.
  • Must be capable of supporting CMSFS 24x7x365 environment independently as you 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 USAF networks, PCs, and associated hardware and software is a significant plus.
  • Experience with NORAD-NORTHCOM networks, PCs, and associated hardware and software is a plus.
  • Trouble ticket system experience and skills (e.g., Remedy or similar product)
  • Demonstrated ability to be innovative and to work independently
  • 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 ( 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.

Job Features

Job Category

Information Technology

Req. ID



United States Citizen

Clearance Type


Travel Required


Remote Work


Salary Range

$60K-70K USD

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