MFA HelpDesk System Administrator

Job Title: MFA HelpDesk System Administrator

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

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What You'll Get to Do

As a key member of our team, you will be responsible for a range of duties focused on providing exceptional technical and customer support.

Responsibility Area - Key Tasks

Customer Support

• Provide daily face-to-face support for walk-in services and remote assistance for our global user base.

• Act as the first point of contact for troubleshooting RSA Token and PKI certificate requests.

MFA Token Management

• Manage the full lifecycle of Multi-Factor Authentication tokens (RSA, ALT, PKI), including issuance, maintenance, and returns.

• Perform Limited Trust Agent (LTA) and Registration Authority (RA) duties for PKI certificates, including authorization, issuance, and revocation.

Technical Operations

• Utilize ITSM tools like Service Now to track, manage, and escalate service tickets effectively.

• Interact with technical teams to accurately diagnose and report issues.

• Develop and maintain Standard Operating Procedures (SOPs), technical documentation, and IT knowledge base articles.

Process Improvement

• Gather and report metrics on token distribution and other service-related activities.

• Work independently to triage issues, prioritize tasks, and meet deadlines with minimal supervision.

Responsibilities:
As a Systems Administrator, you will be part of the Multi-Factor Authentication (MFA) Help Desk team, which issues and maintains RSA, SIPR, and NIPR tokens. You will be responsible for issuing RSA tokens and providing metrics on these activities. Your responsibilities may include:

• Perform basic troubleshooting for RSA Token requests.
• Gather information regarding RSA Token problems for escalation to the next level.
• Maintain, hand out, and take returns of RSA tokens from users at each distribution site.
• Interact effectively, courteously, and directly with the technical teams to accurately report technical issues.
• Read, write, and maintain standard operating procedures and technical documentation.
• Produce and/or contribute to IT knowledge articles.
• Provide metrics on the distribution process and can transfer this and other related data to source systems for follow on processing.

Qualifications:
Required:

• TS/SCI Clearance with full-scope polygraph
• Three (3) years of experience are required.
• Bachelor's degree in a technical discipline from an accredited college or university is required or;
• 4 years of additional experience may be substituted for a bachelor's degree, for a total of 7 years' experience

Desired Skills:

• Expertise with Windows Operating Systems
• Familiarity with CSPiD software, Internet Options, and PKI Trust Store configurations.
• Knowledge of 90Meter SCM, CIW Applications, and Active Client software.
• Proficiency with Remote Desktop sharing via Skype.
• Understanding of computer security principles
• Ability to work in a customer service-oriented environment in a professional manner.
• Ability to work independently to triage issues and prioritize tasks.
• Strong organizational and management skills, including the ability to multitask.
• Experience maintaining logs and a ticketing system to keep accurate track of workload and status of tasks.
• Ability to adhere to established processes and procedures and updates SOPs as required
• A strong understanding of computer security principles.
• Excellent organizational, multitasking, and customer service skills.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you'll be part of a high-performing group dedicated to our customer's missions and driven by a higher purpose - to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. You'll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground - in your career and in our legacy.

Pay Range :

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is:
$86,600 - $181,800

CACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.