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

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

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 at Ft. Huachuca, 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 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 NetOps 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.
• MarketPlace Perks.

About INTECON :

INTECON (Integrity Consulting), founded in 1999, is a wholly owned subsidiary of Aspetto, Inc. Aspetto is a leading product and technology firm known for its strategic enterprise life-cycle support. With expertise in the acquisition, design, deployment, and sustainment of Federal and DoD tech and tactical systems, Aspetto has made a significant impact since its inception in 2008.

As an 8(a), HUBZone, and ISO 9001 : 2015 certified company, and a three-time awardee, Aspetto offers an impressive range of capabilities, including Enterprise IT & Cloud-Based Technologies, Software Development & Cybersecurity, Data & Analytics, Intelligence & Professional Services, Logistics, and Tactical Equipment. Together, Aspetto and INTECON strive to drive innovation, preserve quality standards, and demonstrate an unwavering commitment to our nation's security. Our client-centric approach prioritizes innovative, responsive solutions that consistently exceed expectations.

INTECON is proud to be an Equal Opportunity Employer committed to fostering diversity and inclusivity. We firmly uphold the principle of Equal Pay for Equal Work, without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, eligible veteran status, or any other protected characteristic. We welcome qualified applicants from all backgrounds and strive to create a workplace where everyone feels valued and respected.