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Jacobs Logo

help desk technician


Colorado Springs, CO


72000 - 68000 USD ANNUAL


Dallas, TX

Bob Pragada

$10+ billion (USD)

Company - Public


Job Description

Challenging Today. Reinventing Tomorrow.

We're invested in you and your success. Everything we do is more than just a project. It's our challenge as human beings, too. That's why we bring a thoughtful and collaborative approach to every one of our partnerships.

At Jacobs, we challenge the status quo and redefine how to solve the world's greatest challenges, transforming big ideas into intelligent solutions for a more connected, sustainable world.

Design your career with a company that inspires and empowers you to deliver your best work so you can evolve, grow and succeed – today and into tomorrow

Your Impact:

Mission Statement

Jacobs is seeking a Help Desk Technician, Client Support Group to support the awarded NISSC II contract. Your career at Jacobs 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.

**This position reports to the Cheyenne Mountain Space Force Station.

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.


Jacobs is actively seeking a highly motivated Help Desk Technician to join our dynamic team in support of the NISSC II contract. On the Help Desk Crew, you will play a vital role in the development, enhancement, and sustainment of critical missile warning and/or space systems. Working in a closed lab environment, you will have the opportunity to contribute to the modernization and maintenance of legacy systems, ensuring their continued reliability and functionality.


  • Facilitating the excellent relationship between Government active duty/civilian customers and our contractor team.
  • Answering user network resource application questions and resolving associated problems.
  • Providing resolution to general classified and unclassified network and Personal Computer (PC) problems.
  • 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.
  • Elevating troubleshooting actions and results to other 21CS work centers or other technical support organizations when appropriate for further resolution.
  • Coordinating and participating in installation and renovation projects.
  • Reporting job status to CSG leaders.
  • Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
  • Serving as a coordination point between the 21CS, the Network Control Center, and other work centers and teammates on assigned actions and projects.
  • Updating system check checklists, operational checklists, and related documentation.
  • Performing other duties as required to support the 21CS mission.
  • Performing hardware and software technical refresh efforts.
  • Preparing status reports and trouble ticket metrics.
Here’s What You’ll Need:


  • Must have a secret clearance.
  • Must be capable of working flexible shifts and days independently as they may work alone. 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.
  • Experience with diagnosing network and client issues, troubleshooting connectivity, and performing routine maintenance tasks.
  • Experience performing desktop, laptop, and printer maintenance tasks.
  • Must have DoD IAT Level II or higher certification.


  • 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. in Remedy or a similar product).


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 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

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 a 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 usually business casual, but dependent on client’s standards. Must not pose a safety hazard to employees working in the same general area.
  • The position for which you are applying for 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.

This position is expected to pay $68,000-$72,000 annually; depending on experience, education, and any certifications that are directly related to the position.

Jacobs 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.

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