Executive Support Helpdesk Administrator

Delta Solutions & Strategies; Colorado Springs (CO); On-site; USD 75,000 - 95,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

Paid time off

Paid holidays

Parental leave

Military leave

Jury duty leave

Job summary

Delta Solutions & Strategies seeks highly skilled professionals to join a high-performance team supporting US Space Command (USSPACECOM) J6 as Executive Communications Administrators. You'll provide advanced IT support for priority executives, manage tickets, and coordinate with system owners to maintain continuity of operations for critical customers.

An active TS/SCI clearance is required. The role involves frontline service on priority incidents, VIP support, and collaboration with government

Qualifications

• BS degree required from 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 tickets.
• Experience applying Help Desk performance metrics to improve customer satisfaction, response times, and efficiency.

Responsibilities

• Staff the dedicated USSPACECOM telephone line as first point of contact for priority customers.
• Act as the first point of contact for priority customer issues including account creation and access remediation.
• Manage priority USSPACECOM customer service response times based on government guidelines.
• Support VIP/Executive staff site visits and surge IT service during exercises.
• Operate, maintain, and provide input to HQ USSPACECOM IT processes and hardware/software.

Skills

Customer service

Ticket management

Communication

Problem solving

Education

BS 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