Common Access Card (CAC)/Public Key Infrastructure (PKI) Help Desk Coord.

Location: Fort Huachuca, AZ
Date Posted: 02-15-2018
  • Coordinate Help Desk support effort for NETCOM CAC/PKI Help Desk
  • Provide CAC/PKI Tier I Help Desk support from Monday through Friday, 0700 - 1500 hours Arizona time, except for Federal holidays.
  • Respond to email and telephonic inquiries during business hours.
  • Generate and track trouble tickets using Remedy (or latest approved Enterprise, automated, trouble-ticket system) during business hours.
  • Assign or elevate trouble tickets to the appropriate action officer or engineer for resolution if the issue cannot be resolved within the Help Desk coordinator support area or resolved in the standard support timeline of between 15 minutes and 30 minutes.
  • Manage the PKI Support queue and provide quality control on all tickets within the PKI Support queue.
  • Close tickets when resolved, IAW established procedures.
  • Collect quality control data from customers on issue response satisfaction and complete weekly trouble ticket generation/closure data showing trouble ticketing and support call status for the week.
  • Provide weekly performance metrics and reports based on the number of Help Desk tickets open, closed, length to close and the type of ticket in the Government provided format.
  • Provide Help Desk support to the following: Army Enterprise; Army home users; DOD pilot programs and initiatives; CIO/G6 pilot programs and initiatives involving PKI and PKE for users of Army systems; the SIPRNET Token; Spouses and Retirees Smartcard pilot; CAC enablement of home machines; and Non-Person Entity (NPE) initiatives.
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