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Help Desk Analyst

Description:

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 Analyst to join our team in Colorado Springs, CO in support of the North American Aerospace Defense Command. 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 commands.

Job Responsibilities:

Facilitating the excellent relationship between Government active duty/civilian customers and our contractor team.
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.
Task effort includes manually handling, reviewing and editing messages, turning on/off intercepts and equipment.
Recalling and servicing messages, as well as monitoring systems to maintain continuous system availability.
Perform log analysis; error detection; fault correction; data line alternate routing; message intercept and retrieval.
Perform startups, reboots, server swaps, and shutdown of the systems.
Reporting job status to MDC leaders.
Supporting the customer's annual exercises, planned monthly relocations, and unplanned real-world events.
Performing other duties as required to support the 21CS mission.
***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, and can remain on-site for extended periods during emergencies and drills.
***This position is on-site in Colorado Springs, CO, and reports to Cheyenne Mountain.

Requirements:

Minimum Qualifications:

1 year of direct experience.
2 years of general work history.
High School diploma or GED.
2+ years of customer service experience.
Experience with client peripherals including KVMs, card readers, monitors, servers, and printers.
Must be able to complete training and receive MDC crew qualification within 60 Days.
Experience handling and protecting highly classified information, data, and systems.
Able to work flexible shifts as required, including days, nights, weekends and holidays.
Reliable all-weather transportation and ability to remain on site for extended periods during emergencies and operations readiness exercises (drills).
Must be a U.S. Citizen
Must have and be capable of maintaining a U.S. Department of Defense (DoD) Top Secret Clearance with SCI eligibility security clearance

Preferred Qualifications:

Technical and communications skills to enable effective dialogue between internal and external customers, at all levels.
Experience with DoD cryptographic equipment and related material handling and use.
Experience with troubleshooting computer systems, networks, and Operating systems, including Solaris, Unix, and/or Linux.
Experience with Department of Defense messaging and messaging systems.
Experience in a high-visibility, mission-focused environment where systems availability is closely monitored and prioritized.
Compliance with DoD 8140 IAT II requirements (e.g., a current Security+ CE certificate).

To Apply for this Position:

You must have the Minimum Qualifications in your resume to be selected as a candidate.

The salary range provided is a good faith estimate representative of all experience levels. E&M considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills.

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement.

This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply.?

E&M anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require E&M to shorten or extend the application window.?

E&M is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. E&M provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act.

As part of the federal government’s transition to the Trusted Workforce 2.0 Continuous Vetting framework, the Defense Counterintelligence and Security Agency (DCSA) is expanding enrollment in the FBI Rap Back program for cleared industry personnel beginning April 1, 2026.

Rap Back (Record of Arrest and Prosecution Back) is a service provided by the FBI that allows authorized agencies to receive notifications if there are updates to an individual’s criminal history record while they hold a security clearance. This supports continuous vetting of cleared personnel.

Per DCSA guidance, we are required to provide the following FBI privacy advisements to all cleared employees: