CAC/PKI Tier I & Tier II Systems Engineer - Intermediate

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Empower AI: As a CAC/PKI Tier I & Tier II Systems Engineer, you will provide services in support of the Army Network Enterprise Technology Command (NETCOM) on the Army Department of Defense Information Network (DoDIN-A) Cybersecurity and Network Operations Mission Support (ADCNOMS) contract. The PKI capability consists of a suite of tools which provides certificate issuance to hardware devices authorized to receive Army certificates, certificate validation infrastructure, and secure key storage and management for all devices on the DoDIN-A network and systems. Certificates are issued by Army Certificate Authorities (CA) which are authorized by the NETCOM-managed Army Root CA. The Technical Cryptographic Modernization capability consists of a suite of tools for securely storing private keys with Federal Information Processing Standards 140-2 level-3 compliant infrastructure. You will provide help desk, incident, and problem management services to the CAC/PKI user community.

Highlights of Responsibilities:

• Provide Tier I Help Desk support to Army Enterprise; Army home users; DoD PKI Program Manager Office programs and initiatives; involving PKI and PKE for users of Army systems; NIPRNET and SIPRNET tokens; Spouses and Retirees Smartcard; CAC enablement of home machines; and Non-Person Entity (NPE) initiatives.
• Provide Tier II OCSP O&M engineering support within mandated response times.
• Use established Government guidelines, tools, and reporting procedures in all instances which encompass incident and problem management.
• Monitor capability incident queues, respond to > 95% of new incidents in accordance with minimum response times as established in NETCOM incident management policy, and resolve > 95% of incidents in accordance with Service Level Targets as established in NETCOM incident management policy.
• Generate monthly standardized reports of incident and problem management KPIs.
• Provide weekly in-depth discussions by capability on incident management performance utilizing Government provided dashboards. Deep dives should be performed in conjunction with the Project management Interim Progress Report (IPR) deliverable.
• Document all known errors, problems, and solutions discovered in the process of executing break/fix operations.
• Develop mitigation plans when incident management trends reveal deficiencies in break/fix support performance or procedures.
• Utilize Government provided dashboards and reports to ensure resolution times fall within established Government service level targets.
• Draft technical guidance outlining step-by-step remediation procedures as illuminated through break/fix actions.
• Develop an After-Action Report (AAR) using the Government template to document significant outages, events, or activities impacting supported capabilities and services.

Qualifications

Minimum Requirements:

• Secret Security Clearance
• Bachelor’s degree
• 4 – 9 years of experience
• Basic working knowledge and understanding of Certificate authorities, OCSP, CAC, CAC PIN Reset in a call center customer service environment.
• Intermediate experience with Operations center/call center or technical helpdesk.

Preferred Qualifications:

• DoD Cyber Workforce Framework (DCWF 632) Systems Developer Intermediate qualified (BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science or GCLD or GSEC or CSSLP) or equivalent certification
• ITIL v4 Foundations certification

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Travel by land or air transportation 10% or less

About Empower AI

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.