ACES/SKL/TKL Help Desk Technician

Full Time Fort Huachuca, AZ

Secret

Job Description:

We are hiring for an Automated Communications Engineering Software (ACES), Simple Key Loader (SKL) and Tactical Key Loader (TKL) Technician for CSLA which 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 in Remedy; 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 ACES, SKL, and TKL.

Duties include, but not limited to:

• Analyze tickets received through Remedy and be able to accurately communicate with customers through email and telephone means for troubleshooting purposes and provide resolution support for ACES/SKL/TKL.
• Answer calls to support the Warfighter in the ACES/SKL/TKL mission areas, including software and hardware of the workstation, as well as operational electronic key problems.
• Access the REMEDY trouble ticketing system and database to determine if the problem has been previously reported and take appropriate action with future resolution steps.
• Provide the front-end and mid-level Tier 2 support for call resolution and accurately document the appropriate steps taken for resolution.

• Forward problems as appropriate to the Tier 3 support level for problem resolution and be able to implement appropriate resolution steps in future tickets.
• Be able to keep accurate logs of all communications with customers including but not limited to the nature of the anomalies in the calls, timeframes for resolution, the customers identification, the disposition of the call for Tier 2 and Tier 3 escalation, and an accurate resolution description.
• Provide support to the ACES/SKL/TKL community in the collection and management of the ACES/SKL/TKL software and firmware upgrades to ensure the Army users are using the authorized software version.
• Complete a rigorous on-the-job- training schedule developed by the Government in cooperation with the contractor to keep ACES/SKL/TKL Technicians proficient.
• Be able to communicate with the Key Management Infrastructure (KMI) help desk to provide knowledge and gain assistance with electronic key anomalies.

Desired Experience and Skills:

• Technicians should have a general knowledge of COMSEC policy/procedures, KMI operations as outlined in AR 380-40 and TB 380-41, and general knowledge of computers.
• KMI COMSEC Management Software (KMI) (when/if available, KMI training may be provided by the government if the successful candidate does not already have this training).
• Intermediate knowledge of the ACES and SKL equipment, however; the Government may also provide additional ACES, SKL, fill devices, and Mission Planner systems training.
• Knowledge of Tactical Networking Environment NetOps Toolkit (J-TNT)
• Field Service Representative experience.
• Bachelor's Degree (Some experience may be substituted for education)
• Proficient in Microsoft Office
• Potential to gain knowledge of iApp in a future project and be able to troubleshoot as the candidate would with the SKL/ACES/TKL hardware and software.

Desired Certifications:

• Computing Technology Industry Association (Comp TIA) A+
• Comp TIA Network +
• CompTia Security + CE
• The International Information Systems Security Certification Consortium 2 (ISC2) System Security Certified Practitioner (SSCP) course
• Other DOD 8570.1M certifications (Level II or III certifications also qualify for Level I certifications)

About Semper Valens Solutions:

Semper Valens Solutions, Inc. (SVS) is a Service-Disabled Veteran Owned Small Business (SDVOSB) providing Cost Effective Software and Systems Engineering, Field Support, Training and Full Life cycle Support Management to the DOD and VA community.

At Semper Valens, our vision is to remain a creative, cutting edge and cost-effective solutions provider where our shared intellect, industry experience, and technology excellence, make a positive difference in our customer's success. Our solutions help bridge the gap between IT and business prioritizations to optimize budgets, risks, and operational processes.

We search for outstanding technical professionals, hiring at all levels of the experience spectrum; intermediate, journeyman and senior. Consider us for your career plan.

Semper Valens Solutions is an Equal Opportunity Employer

Semper Valens Solutions proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital/parental status, pregnancy/childbirth, or related conditions, physical or mental disability, genetic information, status as a Disabled Veteran, Recently Separated Veteran, Active-Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with Semper Valens Solutions through its online applicant system, please contact Semper Valens Solutions Human Resources Department at (830) 899-6870.

Semper Valens Solutions is an affirmative action/equal opportunity employer - minorities, females, disabled, and protected veterans are urged to apply. Applicants have rights under Federal Employment Laws.

All Jobs at Semper Valens Solutions: https://sempervalens.com/careers