Help Desk Technician

Abacus Technology is seeking a Help Desk Technician with Local Registration Authority (LRA) or Trusted Agent (TA) experience to provide technical support for the US Air Force Office of Special Investigations (AFOSI) in Quantico, VA. This is a full-time position.

Serve as the primary point of contact for end users to provide ongoing support, LRA or TA by implementing and maintaining PKI requirements, monitoring, and lifecycle management of incident tickets.
• Provide Service Desk customer support for all AFOSI computer networks and systems with an emphasis on customer services and call/ticket resolution at differing classification levels including controlled unclassified information, Secret, Top Secret, and Counter-Intelligence.
• Deliver comprehensive, end-to-end customer IT support to include transitioning, operating, maintaining, tracking, restoring, protecting, and backups.
• Document all troubleshooting and customer interaction in the tracking system work
• Recognize application and technical problem trends and provide mitigation plans to avoid future occurrence.
• Notify customers when there is a change in ticket status or priority or when necessary to ensure good customer service.
• Monitor tickets for trends and patterns indicating a significant outage or event and ensure affected customers are notified early and are updated regularly.
• Manage and establish network user
• Perform duties and train in the role of LRA or TA by implementing and maintaining PKI requirements for AFOSI.
  • Create SIPR user tokens and well as NIPR and SIPR admin tokens.
  • Issue token types consisting of Person (User and Administrator), Role, Group, VIP, and Code-signing.
  • Request PKI Certificates, verify identity of subscribers, and enroll subscribers' certificates to SIPR Tokens.
  • Utilize the NIPRNET Enterprise Alternate Token System to provide alternate logon credentials (Tokens) personnel not able to receive Common Access Card.
  • Utilize the IT Ticketing Systems, ServiceNow and Remedy to track all incidents.
  • Troubleshoot token issues as well as maintaining required records.
  • Maintain documentation required by the PKI program.
• Work with AFNET to ensure the proper security groups are created for all government professional staff users.
• Support customer requests and troubleshoot including administrative and technical assistance for all aspects and types of workstations, mobile devices, Virtual Private Network (VPN), laptops, and tier one (1) troubleshooting issues prior to escalation.

3 years' experience in technical support including at least 2 years of service desk experience and PKI/LRA experience. Must be certified at IAT Level II (Security+ or other certification satisfying DoD 8140 certification requirements). ITIL v3 or v4 Foundations desired. Experience with Active Directory. Experience managing ticket resolution ITSM, such as ServiceNow and Remedy. Experience with mobile device management, including handling mobile device requests, issuing devices, administering accounts, and troubleshooting mobile devices. Experience with iPhone mobile devices and PureBred software for mobile device management. Experience with Blackberry Unified Endpoint Management software on mobile devices. Must be able to provide courteous, timely and professional treatment of all customers when a problem is reported through necessary troubleshooting, elevations, collaboration, and resolution. Must have outstanding customer service and communications skills and ability to interact professionally within all levels of an organization. Must be a US citizen and hold a current Top Secret clearance with SCI access (TS/SCI).

Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified information.

EOE/M/F/Vet/Disabled