Description

At the heart of Defining Possible is our commitment to missions. In rapidly changing global security environments, Northrop Grumman brings informed insights and secure technological solutions to enable strategic objectives. We’re looking for innovators who can help us keep building on our wide portfolio of secure, affordable, integrated, and multi-domain systems and technologies that fuel those missions. By joining in our shared mission, we will support yours by expanding your personal network and developing skills, whether you are new to the field or an industry thought leader. At Northrop Grumman, you will have the resources, support, and team to do some of the best work of your career.

This role functions as a lead worker for Service Desk operations, providing technical direction, resolving the most complex user issues, and supporting standardized and non-standard procedures where cloud access from classified networks must be restored, maintained, or escalated.

The selected candidate will work on-site at our Redondo Beach, CA; Rolling Meadows, IL; Linthicum, MD; or Melbourne, FL site, full-time, in a classified environment requiring direct support to users, devices, and enclave connectivity workflows.

The responsibilities of this role include, but are not limited to, the following:

• Serve as a senior Help Desk Analyst, providing technical direction, work coordination, and hands-on support for end-user devices, account access, network connectivity, and classified cloud service consumption across Microsoft Azure Government Secret Cloud and AWS Government Secret Cloud environments.

• Communicate complex technical issues clearly to end users, cyber personnel, system administrators, network engineers, and leadership while maintaining high customer confidence during support incidents.

• Maintain high customer satisfaction while enforcing classified handling requirements, approved access methods, and operational procedures for enterprise and program enclave support.

• Coordinate across users, service desk personnel, system administrators, network engineers, cybersecurity teams, and enclave owners to diagnose and resolve multi-system issues affecting classified workstation and cloud-connected operations.

• Act as the primary escalation point for complex end-user issues involving workstation configuration, authentication, endpoint posture, enclave connectivity, and access to Microsoft Azure Government Secret Cloud or AWS Government Secret Cloud services from air-gapped classified networks.

• Independently manage and prioritize complex incident and service request workloads with minimal supervision, including issues without fully established procedures.

• Demonstrate advanced working knowledge of Help Desk operations, classified IT service delivery, endpoint management, access control, connectivity troubleshooting, and cross-enclave support processes.

• Provide advanced troubleshooting for endpoints, peripheral devices, account services, authentication failures, network path issues, and cloud access dependencies by identifying, isolating, and analyzing root causes using system records, prior incidents, and technical data.

• Provide offsite and onsite user support to resolve complex user incidents and service requests across hardware, software, network, account, and secure connectivity domains, including issues affecting access to Microsoft Azure Government Secret Cloud and AWS Government Secret Cloud resources from classified enterprise and program enclaves.

• Use Active Directory and approved identity or access-management tools to provision, unlock, reset, and validate user and device access while ensuring compliance with classified security procedures and enclave-specific account controls.

• Maintain accurate asset, configuration, and deployment records for classified end-user devices and support equipment to preserve accountability, operational readiness, and audit traceability.

• Execute and document security-required actions for installation, relocation, maintenance, sanitization, and retirement of end-user equipment and software supporting classified operations.

• Support containment, coordination, documentation, and technical remediation of classified or unclassified data spillage incidents affecting user devices or enclave-connected services.

• Lead or support new installations, technology refreshes, validation testing, and special projects involving classified user support capabilities, enclave connectivity, and cloud-consumption workflows.

• Provide direct on-site support to users in classified spaces, including desk-side troubleshooting, equipment deployment, and operational restoration activities.

• Identify systemic issues, recurring incident trends, and high-risk support failures, and escalate them with clear technical recommendations when broader engineering or management action is required.

• Troubleshoot issues involving secure connectivity paths between company air-gapped classified networks and approved Microsoft Azure Government Secret Cloud or AWS Government Secret Cloud services, including endpoint configuration, authentication dependencies, certificate-related issues, and user access validation.

• Serve as a resource to lower-level technicians by providing technical guidance, work prioritization, and support-process coaching for complex service desk incidents.

• Support both enterprise enclaves and program-specific enclaves, adjusting troubleshooting approaches to enclave-specific configurations, mission requirements, and approved security constraints.

• Document complex incident resolutions, known errors, workaround steps, and escalation patterns to improve repeatability and reduce operational disruption across the support team.

• Lift and move equipment up to 50 pounds in support of device deployment, relocation, and break/fix activities.

Note: Due to the classified nature of the work being performed, this position does not offer any virtual or telecommute working options. Applicants are encouraged to apply, only if they are willing to work on-site.

Basic Qualifications: 

• High School diploma and 6 years of experience; OR an Associates degree and 4 years of experience; OR a Bachelor’s degree and 2 years of related experience, with experience supporting end-user computing, access management, and complex technical troubleshooting.

• Candidates must have a current U.S. Government Secret security clearance (at a minimum), to include a closed investigation date completed within the last 6 years OR must be enrolled in the U.S. Government Continuous Evaluation (CE) Program to be considered.

• Experience supporting Microsoft Windows desktop operating systems, Active Directory, endpoint troubleshooting, LAN/WAN connectivity, and user support in classified environments; experience troubleshooting access or connectivity issues affecting secure cloud or enclave-based services is required.

• Candidates must meet U.S. Government DoD 8140 (formerly 8570) requirements for IAM level II (typically a CompTIA Security+ or equivalent) for a PC Network Support Technician working cloud systems in a classified environment or be able to complete these requirements withing six months of hire.

• Experience serving as a technical lead, escalation point, or senior technician for complex end-user support issues is required.

• Experience working with secure access controls, incident documentation, and operational procedures in air-gapped or otherwise restricted classified networks is required.

Preferred Qualifications:

• Associate’s degree in information technology, computer systems, cybersecurity, or a related discipline.

• 5 or more years of experience supporting end-user devices, classified service operations, or enclave-based IT infrastructure in a classified environment.

• Current hardware, software, operating system, or endpoint-management certifications relevant to end-user support.

• Active Secret or Top Secret clearance; SCI, SAP/SAR, or polygraph access.

• Security+ CE certification 

• Experience with endpoint management, scripting, or troubleshooting using SCCM, MECM, PowerShell, or similar tools.

• Experience supporting VDI, thin clients, or virtualized user environments that interface with enterprise or program enclaves.

• Cross-platform support experience across two or more operating environments such as Windows, Linux, UNIX, or virtual desktop platforms.

• Experience using ticketing and workflow systems such as ServiceNow or JIRA to track, prioritize, escalate, and document complex incidents.

• Experience supporting user access or connectivity to Microsoft Azure Government Secret Cloud, AWS Government Secret Cloud, or similarly controlled classified cloud environments is preferred.

• Experience supporting both enterprise enclaves and program-specific enclaves with differing configurations, restrictions, or operational requirements is preferred.

We offer flexible work schedules, phenomenal learning opportunities, exposure to a wide variety of projects and customers, and a very friendly team environment. At Northrop Grumman, we are on the cutting edge of innovation. Our diverse portfolio of programs means there are endless paths to cultivate your career. We also offer exceptional benefits/healthcare, a 9/80 work schedule, and a great 401k matching program. Come join us!