PKI Helpdesk Analyst

Job Summary

The PKI Technical Support Specialist will support the Air Force Public Key Infrastructure (AF PKI) Program by providing Tier 2 and Tier 3 technical support to Department of the Air Force (DAF) personnel through the DAF Enterprise Service Desk (ESD). This role involves resolving an average of 60-70 monthly incidents related to key recovery, mobile devices, software, Common Access Cards (CACs), training, PKI tools, and certificate issues, while adhering to DAF PKI policies and performance objectives. The specialist will maintain request logs, train DAF personnel to reduce lower-tier requests, and optimize support processes, contributing to a seamless and efficient helpdesk operation. This position requires a technically skilled individual with strong problem-solving and communication abilities.

Job Duties

• Tier 2 and Tier 3 Support: Provide timely and effective Tier 2 and Tier 3 PKI support via the DAF ESD, addressing 60-70 incidents per month (e.g., key recovery, mobile device support, software requests, CAC issues, training, PKI tools, certificate issues) in accordance with DAF PKI policies.
• Request Management: Redirect Tier 1 requests received outside the ESD to the appropriate channel, informing both the ESD and requestor to minimize repeat incidents; maintain and analyze a log of all Tier 1, Tier 2, and Tier 3 requests to identify trends and improvement areas.
• Training and Knowledge Transfer: Deliver training and knowledge transfer to DAF personnel on PKI support processes and procedures, aiming to reduce Tier 1 and Tier 2 request volume over time.
• Process Optimization: Continuously monitor and enhance PKI support processes through the ESD, reporting recommended improvements in the Monthly Status Report and collaborating with the Government to submit change requests (CRs) via the ESD change request process when approved.

Required Qualifications

• Technical Support Experience: Proven experience providing Tier 2 and Tier 3 technical support, preferably for PKI or cybersecurity-related issues, in a helpdesk environment.
• PKI Knowledge: Familiarity with PKI systems and common issues (e.g., key recovery, CACs, certificates, mobile device integration) within a DoD or DAF context.
• Problem-Solving: Ability to resolve complex technical incidents efficiently and in accordance with established policies and standards.
• Documentation Skills: Proficiency in maintaining detailed logs, analyzing trends, and preparing reports on support activities and process improvements.
• Training Ability: Experience delivering technical training or knowledge transfer to end-users to enhance self-sufficiency.
• Security Clearance: Must possess or be eligible to obtain and maintain a minimum Secret clearance, with all employees cleared to at least Secret by the contract start date of June 1, 2025.
• Location: Ability to work in San Antonio, TX, with potential on-site support at the Government-leased facility as needed for ESD coordination.
• Education: Bachelor’s degree in related field.

Preferred Qualifications

• DAF ESD Experience: Prior experience working with the DAF Enterprise Service Desk or similar DoD helpdesk systems, enhancing support efficiency.
• ServiceNow Experience: Prior experience working with the ServiceNow IT Service Management (ITSM) module.
• Certifications: Relevant certifications such as CompTIA Security+, ITIL Foundation, CISSP, or DoD 8570/8140-approved Information Assurance certifications (e.g., IAT Level II or higher).
• Process Improvement: Background in optimizing technical support processes, with a track record of implementing successful changes.
• Customer Service: Strong interpersonal and communication skills for assisting DAF personnel and collaborating with teams.
• Analytical Expertise: Advanced ability to analyze helpdesk data, identify trends, and propose actionable improvements to reduce incident volume.