CAC/PKI Tier I & Tier II Help Desk Support Service Specialist - Intermediate

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

 

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI: As a CAC/PKI Tier I & Tier II Help Desk Support Service Specialist, you will provide services in support of the Army Network Enterprise Technology Command (NETCOM) on the Army Department of Defense Information Network (DoDIN-A) Cybersecurity and Network Operations Mission Support (ADCNOMS) contract. The PKI capability consists of a suite of tools which provides certificate issuance to hardware devices authorized to receive Army certificates, certificate validation infrastructure, and secure key storage and management for all devices on the DoDIN-A network and systems. Certificates are issued by Army Certificate Authorities (CA) which are authorized by the NETCOM-managed Army Root CA. The Technical Cryptographic Modernization capability consists of a suite of tools for securely storing private keys with Federal Information Processing Standards 140-2 level-3 compliant infrastructure. You will provide help desk, incident, and problem management services to the CAC/PKI user community.

 

Highlights of Responsibilities:

• Provide Tier I Help Desk support to Army Enterprise; Army home users; DoD PKI Program Manager Office programs and initiatives; involving PKI and PKE for users of Army systems; NIPRNET and SIPRNET tokens; Spouses and Retirees Smartcard; CAC enablement of home machines; and Non-Person Entity (NPE) initiatives.
• Provide Tier II OCSP O&M engineering support within mandated response times.
• Use established Government guidelines, tools, and reporting procedures in all instances which encompass incident and problem management.
• Monitor capability incident queues, respond to > 95% of new incidents in accordance with minimum response times as established in NETCOM incident management policy, and resolve > 95% of incidents in accordance with Service Level Targets as established in NETCOM incident management policy.
• Generate monthly standardized reports of incident and problem management KPIs.
• Provide weekly in-depth discussions by capability on incident management performance utilizing Government provided dashboards. Deep dives should be performed in conjunction with the Project management Interim Progress Report (IPR) deliverable.
• Document all known errors, problems, and solutions discovered in the process of executing break/fix operations.
• Develop mitigation plans when incident management trends reveal deficiencies in break/fix support performance or procedures.
• Utilize Government provided dashboards and reports to ensure resolution times fall within established Government service level targets.
• Draft technical guidance outlining step-by-step remediation procedures as illuminated through break/fix actions.
• Develop an After-Action Report (AAR) using the Government template to document significant outages, events, or activities impacting supported capabilities and services.

Qualifications

Minimum Requirements:

• Secret Security Clearance
• Bachelor's degree or equivalent
• 2 – 7 years of experience
• Basic working knowledge and understanding of Certificate authorities, OCSP, CAC, CAC PIN Reset in a call center customer service environment.
• Intermediate experience with Operations center/call center or technical helpdesk.

 

Preferred Qualifications:

• DoD Cyber Workforce Framework (DCWF 411) Technical Support Specialist Intermediate qualified (BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science or GFACT or CND or Security+ or GSEC) or equivalent certification
• ITIL v4 Foundations certification

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop,