NCI: As a IT Help Desk Coordinator (NCI: Help Desk Manager) , you, overseeing one Help Desk support Service Specialist, Senior, will provide service desk support to Army Enterprise, DoD pilot programs and initiatives, CIO/G6 pilot programs and initiatives involving Public Key Infrastructure (PKI) and Public Key Enabling (PKE) for users of Army systems, to include but not limited to the SIPRNET Token, Spouses and Retirees Smartcard pilot and the (Non-Personnel Entity (NPE) initiative. You will work as a member of the Common Access Card/Public Key Infrastructure (CAC/PKI) team within the Operational Engineering Directorate of G5 Plans and Engineering organization of the Network Enterprise Technology Command (NETCOM). The goal of the DoD PKI program is to provide a framework to enable the use of Public Key (PK) technology to achieve net centric paperless operations, logical and physical access, and improve the Information Assurance (IA) posture of the DoD. PKE is the modification of applications, systems, and networks to use PK technology as the basis of security functions such as integrity, authentication, non-repudiation, and confidentiality.
Highlights of Responsibilities
Respond to telephonic inquiries, generate and track trouble tickets using Remedy (or latest approved Enterprise, automated, trouble-ticket system), and assign/elevate trouble tickets to the appropriate action officer or engineer for resolution if issue cannot be resolved within the service desk coordinator support area.
Close tickets when resolved, in accordance to established procedures.
Collect quality control data from customers on issue response satisfaction, and complete weekly trouble ticket generation/closure data.
Provide weekly performance measures based on number of service desk coordination tickets open, closed, length to close, and type of ticket. Requirements
Current Active Secret Security Clearance and or the ability to obtain one.
Minimum of 4 years’ experience IT Help Desk Support.
The position requires IT Level III in accordance with AR 25-2 requiring a National Agency Check with Local Agency Check and Credit Check (NACLC) investigation. Preferred Experience and Education
Familiarity with the Army enterprise environment.
Working knowledge of Online Certificate Status Protocol (OCSP), including Tumbleweed or CoreStreet; PKE of web technologies; PKE of Microsoft Active Directory; and Smartcard middleware technologies, including ActiveClient or 90 Meter.
At NCI, we’re more than just a paycheck…
We offer significant opportunity for growth at NCI – Adding more and more employees and company locations nationwide, we continue to seek top talent to ensure our path of innovation, growth and unmatched customer experience. We reward our employees with competitive compensation, flexible time off, retirement plan with company match and much more…
MEDICAL/DENTAL/VISION PROGRAMS - NCI offers three medical plan options to meet the personal health needs and budgets of our full-time employees and their families. All plans provide our employees and their eligible dependents with major medical and prescription drug coverage. The dental plan provides coverage options so as to ensure our full-time employees and their eligible dependents are able to follow a regularly scheduled program of dental care with their providers of choice. A vision maintenance plan offers a cost-savings option for our full-time employees and their families in need of comprehensive annual eye exams, prescription glasses, and contact lenses.
STOCK & WEALTH - NCI’s 401(k) Profit Sharing Plan with New York Life Investment Management is eligible to all full-time and regular part-time employees. Employees may elect to have contributions invested in any of the 15 different investment funds, five retirement-date-based funds, or three different portfolio options available under the plan. The company matching contribution is equal to 50% of employee elected pre-tax contributions up to 6% of eligible pay, subject to the IRS maximum.
LIFE INSURANCE - NCI provides company paid Basic Life/ AD&D Insurance Coverage. The basic coverage benefit is equal to one times (1X) an employee's annual base salary. Employees may also opt for a generous flat rate insurance coverage. For coverage above the company-provided limits, employees may purchase supplemental insurance coverage for themselves and their family members.
WORK/LIFE BALANCE - All employees are eligible for additional programs including Paid Time Off (PTO).
It is your turn… Choose your career path and become part of the NCI team where you will be valued for your unique skills and capabilities and where you will be rewarded for key contributions to NCI and our customers.
- Flexible Spending Programs
- Employee Assistance Program (EAP) for employees and their immediate family
- Health Club Reimbursement through NCI’s Wellness Program
Make the commitment and take the next step towards joining the NCI Team. Our application process will take approximately 5-10 minutes to complete.
If you do not meet the minimum qualifications for this position, please review our current openings now and in the future. Thank you for your interest in NCI!
It is the policy of NCI to provide equal opportunity in recruiting, hiring, training, and promoting individuals in all job categories without regard to race, color, religion, national origin, gender, age, sexual orientation, disability or veteran status.
The information above has been designed to indicate the general nature and level of work performed by employees within the classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.
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