Executive Support Helpdesk Administrator

Socket.dev; Colorado Springs (CO); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical and dental coverage

Vision coverage

Life insurance

401(k)

PTO and paid holidays

Parental leave

Military leave

Jury duty paid leaves

Job summary

Delta Solutions & Strategies is seeking an Executive Communications Administrator to provide advanced IT support for USSPACECOM priority executives in Colorado Springs. You will manage helpdesk tickets, coordinate rapid response, and support VIP staff with IT services across devices and networks.

The role requires a BS in IT/Cybersecurity or related field, 4+ years of technical experience, TS/SCI clearance, and strong customer service skills.

Qualifications

• Requires a BS degree in IT, Cybersecurity, Data Science, Information Systems, or Computer Science.
• Over four years of relevant technical experience.
• Excellent customer service skills and ability to manage client relationships.
• Ability to apply help desk performance metrics to improve satisfaction and response times.
• KSATs defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
• Required Certification: Security+; Desired: Cloud+, GICSP, GSEC, or SSCP.
• TS/SCI clearance is required.

Responsibilities

• Staff the dedicated USSPACECOM line as first contact for priority customers.
• Serve as first point of contact for user issues including account creation and remediation.
• Manage response times for priority customers per HQ USSPACECOM guidelines.
• Support VIP and executive staff site visits and surge IT service.
• Operate and maintain USSPACEOM J6 processes, hardware and software.
• Service all IT and communications-related issues for HQ USSPACECOM mission computer hardware, software, and LANs.
• Coordinate and implement solutions for issues pertaining to systems/capabilities not functioning within baseline needs.
• Manage issues that can be resolved onsite without admin capabilities.
• Coordinate with system/capability owners to solve issues pertaining to software or network onsite.
• Troubleshoot and manage configurations on desktops, mobile devices, and printers.
• Employ HQ USSPACECOM IT Focal Point for helpdesk ticket management.

Skills

Customer service

Help desk metrics

TS/SCI clearance

Security+ certification

Education

Bachelor's degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science

Job description

Delta Solutions and Strategies is seeking highly skilled and motivated candidates to join a high-performance team to support US Space Command (USSPACECOM) J6 as Executive Communications Administrators, supporting VIP level customers. Executive Comms Admins provide advanced IT support to all Command Executives identified as priority 1-3, including support for computer network systems and client support services. They will also assist with and perform tracking, proper assignment and coordination of tickets submitted by the customer as well as reporting status. The successful candidate will play a key role in maintaining continuity of operations for Command priority customers while exercising independent judgment in performing complex technical tasks.

An active TS/SCI is required for this position.

What you will be doing:

• Staff the dedicated USSPACECOM telephone line as first point of contact for priority customers
• Act as the first point of contact for identified priority customer user issues including account creation, access remediation, and resolution for known problems. Utilize best judgement to support effective solutions for users.
• Manage priority USSPACECOM customer service response times based on government provided guidelines at HQ USSPACECOM facilities and General Officer/Flag Officer (GOFO) housing.
• Support VIP / Executive Staff site visits and surge IT service, Service Desk, and VTC support during USSPACECOM Tier 1 National Level Exercises
• Operate, maintain, and provide input to USSPACEOM J6 processes, computer facilities, current and new IT System hardware and software.
• Service all IT and communications-related issues for HQ USSPACECOM mission computer hardware, software, and LANs.
• Coordinate and implement solutions for issues pertaining to systems/capabilities not functioning within baseline mission need.
• Manage issues that can be resolved onsite without the need for administrative capabilities held by the system/capability owner.
• Coordinate with system/capability owners to solve issues pertaining to software or network that cannot be handled on-site
• Solve issues and manage configurations on military devices such as desktops, mobile devices (cellular phones, tablets, MiFis), and printer management.
• Employ HQ USSPACECOM IT Focal Point for helpdesk ticket management.

What you will need:

• A BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science from an ABET accredited or CAE designated institution
• Over four years of relevant technical experience
• Excellent customer service skills including customer relationships, responsiveness, and timely resolution of job tickets
• Demonstrated ability to apply Help Desk performance metrics to improve customer satisfaction, response times, and overall efficiency
• Core and Additional Knowledge, Skills, and Abilities Tasks (KSATs) defined in the DoD Cyber Workforce Framework for Work Role 451 Intermediate.
• Required Certification: Security+:
• Desired Certification: Cloud+, GICSP, GSEC, or SSCP certification
• TS/SCI clearance required

Delta Solutions & Strategies offers a generous benefits package to include medical, dental, vision, life insurance, 401(k), PTO, paid holidays, parental, military, and jury duty paid leaves.

In compliance with Colorado’s Equal Pay for Equal Work Act, the salary range for this position is $75,000-$95,000. Please note that the salary information is a general guideline only. Delta Solutions & Strategies considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.

We are an Equal Opportunity Employer. We do not and will not discriminate in employment and personnel practices based on race, sex, age, disability, veteran status, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring, and promotion practices are performed without regard to the above listed items. EEO/AAP, M, F, V, D