CAC/PKI Help Desk Administrator

CAC/PKI Help Desk Administrator

Requirements

• Operating Systems (OS)
• Public Key Infrastructure
• Technical Support
• Troubleshooting
• IAT 2 certification. – CompTIA, Cisco, Microsoft.
• 1 + years of related experience
• US Citizenship Required: Yes

Responsibilities

• Provides technical support and troubleshooting to network, desktop, and/or systems hardware and software.
• Track progress to administrative, scheduling, technical and/or performance objectives.
• Support 24/7 PKI daily operations that directly support Headquarters, Department of the Army (HQDA) Chief Information Office/G6 (CIO/G6) Cyber Security Directorate CAC/PKI Division.
• Maintain the CAC/PKI, as updates (mandatory and optional) are released by the CA(C/PKI through InSight and other automated deployment methods.
• Provide a telephonic and email-based customer service in support of the CAC/PKI mission.
• Perform knowledgebase management, ticket creation and, ticket tracking within the Army’s designated ticketing system.
• Provide first-line support incident, problem and event management processes.
• Provide ticketing and contact resolution statistics for weekly and annual activity totals.
• Provide Tier I and Tier II support for engineering and program-level issues submitted to the CAC/PKI Program and issues elevated by system administrators.
• Manage incidents and problems; confirm validity of issues and problems; seek known solutions related to more complex issues.

Preferred Qualifications

• 3+ years of related experience
• Experience with MS operating Systems and a basic understanding of Public Key Infrastructure
• Security Clearance Level: Secret clearance
• IAT Level II certification (Security+ certification)
• Required Skills and Abilities: Organization, communication, problem solving, leadership, mentoring
• AA degree or equivalent years training