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EKMS / KMI - Tier 2 Help Desk Technician

4 months ago

Fort Huachuca, United States Intecon Full time
*Pipeline Position*
***Active DOD Security Clearance Required (Secret or Higher)***

Job Role: EKMS / KMI - Tier 2 Help Desk Technician
Location: Onsite - Fort Huachuca, Arizona
Job Type: Full Time
Clearance: Active Secret Required
Salary Range: $45-70K
Job Posting Estimated Close Date: 5/1/2024

INTECON is seeking a full-time Tier 2 Help Desk Technician at Ft. Huachuca, AZ. This position will support the U. S. Army Customer Interface/Policy-Communications Security Logistics Activity (CIP-CSLA) program.

This position supports the Tier 2 Help Desk in managing COMSEC material, Information Security (INFOSEC), the Army Key Management Structure (AKMS), and the Electronic Key Management System (EKMS) / Key Management Infrastructure (KMI).

Key Responsibilities:
  • Answer and respond to calls in support of the Warfighter Army EKMS/KMI Tier 2 mission areas (CSLA EKMS/KMI systems) and support the COMSEC Account Managers (CAMs) and KMI Operating Account Managers (KOAMs) in the field, to include workstation software/hardware and electronic keys operational problems.
  • Analyze trouble calls and determine the appropriate action required to provide the customer with accurate feedback.
  • Use the Hewlett Packard Service Manager (HPSM) to determine if the problem has been previously reported; enter trouble ticket data and determine an appropriate course of action to resolve the problem.
  • Provide on-call customer support during non-operational hours and on weekends in support of EKMS/KMI fielded systems.
  • Provide the front-end and mid-level Tier 2 support for call resolution and track the trouble tickets until a resolution is provided to the customer.
  • Forward problems as appropriate to the proper back-end / expert-level staff that will provide the next tiered or higher-end support for problem resolution.
  • Log all calls, the time of each call, the caller's identification, the nature of the problem, and the disposition of the call for Tier 2 and the next tier/ backend support referrals.
  • Provide support to the EKMS/KMI Integration Team in the collection and management of the Army Key Management Infrastructure (KMI) Client Node software upgrades to ensure the Army COMSEC accounts are using the correct KMI Client Node software version.
  • Check the Call Manager 2-3 times every workday morning no later than 0730 hours to capture those calls left during non-operational hours, which include after-duty hours, weekends, and holidays.
Clearance Requirements:
  • Active DOD Secret (or above) Security Clearance
Desired Experience and Skills:
  • Candidate must possess 2 years' experience in communications software, hardware, or networks. Specific experience required includes protocol analysis and knowledge of OSI protocol.
  • CNE or ECNE experience is desired, as well as supervising the operation and maintenance of communication network systems, mainframe, mini or client/server based.
  • Technicians will have a general knowledge of COMSEC policy/procedures, EKMS/KMI operations as outlined in AR 380-40 and TB 380-41, and general knowledge of computers.
  • Attain and maintain A KMI certification via the local OJT program.
Desired Certifications:
  • 8570.1M certification(s), such as: CompTIA A+, Network+, Security+, ISC2, or SSCP.
Education Requirements:
  • GED or High School Diploma required; Associates or Bachelors degree is desired.
Benefits:
  • Comprehensive Group Health Plans (Medical, Dental, and Vision) coverage.
  • Company-paid Short-Term and Long-Term Disability, Life, and AD&D Insurance.
  • Flexible Spending Accounts and Supplemental Plans Available.
  • Company-paid Training and Development Programs.
  • Educational Assistance Program.
  • Generous Paid Time Off, Holiday Pay, and Sick Leave.
  • 401k Retirement Plan with Company Match.
  • Critical Illness and Accident Insurance.
  • Employee Assistance Program.
  • Health Advocacy Program.
  • Financial Wellbeing Programs.
  • MarketPlace Perks.

About INTECON:

INTECON (Integrity Consulting), founded in 1999, is a wholly owned subsidiary of Aspetto, Inc. Aspetto is a leading product and technology firm known for its strategic enterprise life-cycle support. With expertise in the acquisition, design, deployment, and sustainment of Federal and DoD tech and tactical systems, Aspetto has made a significant impact since its inception in 2008.

As an 8(a), HUBZone, and ISO 9001:2015 certified company, and a three-time INC.5000 awardee, Aspetto offers an impressive range of capabilities, including Enterprise IT & Cloud-Based Technologies, Software Development & Cybersecurity, Data & Analytics, Intelligence & Professional Services, Logistics, and Tactical Equipment. Together, Aspetto and INTECON strive to drive innovation, preserve quality standards, and demonstrate an unwavering commitment to our nation's security. Our client-centric approach prioritizes innovative, responsive solutions that consistently exceed expectations.

INTECON is proud to be an Equal Opportunity Employer committed to fostering diversity and inclusivity. We firmly uphold the principle of Equal Pay for Equal Work, without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, eligible veteran status, or any other protected characteristic. We welcome qualified applicants from all backgrounds and strive to create a workplace where everyone feels valued and respected.