Cryptographic - iAPP​/SKL​/ACES​/TKL; iSAT Technician - Help Desk Support

Position: Cryptographic - iAPP / SKL / ACES / TKL (iSAT) Technician - Help Desk Support
Location: Fort Huachuca

Active DOD Security Clearance Required

Job Role

iSAT (iAPP / SKL / ACES / TKL) Technician - Help Desk Support

Location

Onsite w / Telework Options

Job Type

Full Time

Clearance

Active Secret Required

Salary Range

$50–80K

Job Posting Estimated Close Date

6 / 1 / 2024

Overview

INTECON is seeking a Cryptographic Support Technician focusing on intermediary Application (iAPP), Simple Key Loader (SKL), Automated Communications Engineering Software (ACES), and Tactical Key Loader (TKL) (iSAT). This position supports the U. S. Army Customer Interface / Policy-Communications Security Logistics Activity (CIP-CSLA) program chuca, AZ. This individual provides front‑end and mid‑level Tier 2 support for the call resolution center and tracks trouble tickets until resolution and customer satisfaction;

they will use the ACES workstation to plan, create, distribute, manage, and verify cryptographic networks and key‑related information, as well as provide troubleshooting and issue resolution for both the ACES and SKL.

Key Responsibilities

• Answer calls in support of the Warfighter iApp / ACES / SKL / TKL mission areas, including software and hardware of the workstation, and electronic key operational problems.
• Analyze tickets received through Remedy and be able to accurately communicate with customers through email, telephone, and Microsoft Teams for troubleshooting purposes and provide resolution support for iAPP / SKL / ACES / TKL.
• Access the REMEDY trouble ticketing system and database to determine if the problem has been previously reported.
• Provide the front‑end and mid‑level Tier 2 support for call and track the trouble tickets until a resolution is confirmed with the customer.
• Escalate higher level anomalies as appropriate to the Tier 3 level 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 3 escalation.
• Provide support to the iApp / ACES / SKL / TKL communities in the collection and management of the iApp / ACES / SKL / TKL software upgrades to ensure the Army users are using the authorized software version.
• Communicate with the Key Management Infrastructure (KMI) help desk to provide knowledge and gain assistance with electronic key anomalies.
• Perform basic computer administrative duties and roles, such as troubleshoot account creation, logins, password changes, etc.
• Perform analytical administrative activities, such as reviewing error messages, managing security or archive logs.
• Perform basic as File / Database management and transmission of files, databases, or COMSEC Material System (CMS) transactions using the iApp platform.
• Perform Electronic Key Distribution (EKD) Over File Transfer Process.
• Complete on‑the‑job training schedule to keep iAPP / SKL / ACES / TKL Technicians proficient.

Clearance Requirements

• Active DOD Secret (or above) Security Clearance

Desired Experience and Skills

• General knowledge of COMSEC policy / procedures.
• Understanding of EKMS / KMI operations.
• Ability to work independently with customers using provided resources to troubleshoot and resolve a variety of anomalies dependent on the associated hardware.
• Experience with the Army IA process including the application of STIGs and supporting / implementing the A&A process.
• Intermediate knowledge of the ACES and SKL equipment.
• Knowledge of Tactical Networking Environment Net Ops Toolkit (J‑TNT).
• Field Service Representative experience.

Desired Certifications

• Certification(s), such as:
  CompTIA Security+, A+, Network+, 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.
• Market Place Perks.

Abou…