Senior Helpdesk Access Manager

Responsibilities

• Execute 12 hours of service during regular working hours Monday-Friday; access request queues must be zeroed by close of business (COB) Friday of each week.
• Manage and validate access to IC PKI-enabled databases; monitor SIPRNET and JWICS database account requests at least three times a day within INSCOM core hours.
• Provide Tier 2 database support, including log-in errors, application troubleshooting, user search and profile support, and database account metrics management.
• Manage Intelligence Community of Interest (COI) access for database users; monitor COI sites and approve authorized account requests.
• Manage requests in entitlement management systems for the Army Intelligence Enterprise, ensuring proper organizational alignment and validating need-to-know.
• Manage access to NATO SECRET reader groups on SIPRNET and JWICS; monitor request sites at least once daily.
• Maintain the Army organization structure within JEMS, ensuring alignment with the Army command structure.
• Serve as DoDIIS Public Key Infrastructure (PKI) Trusted Agents for assigned personnel.
• Communicate with requested individuals to ensure accurate entries in the DoDIIS Full-Service Directory (FSD).
• Aid personnel with proper installation of certificates and coordinate with the local Full-Service Directory SSO.
• Create and maintain the Access Management SOP including all policies and procedures related to trusted agent activities and access management; review every 6 months.
• Maintain and update Transaction Metrics log on a weekly basis.
• Produce ad hoc metrics reports within 2 business days of Government request.
• Engage with organizations within the Army Intelligence Community to discuss mission requirements.
• Review entitlements currently shared with the Army Intelligence Community on a regular basis.
• Search and discover entitlements that could positively impact authorized Army missions; create and maintain a list of these entitlements.
• Ensure organizations and missions are properly aligned in entitlement management systems.
• Answer Help Desk dedicated phone line and check voicemail periodically throughout shift.
• Monitor Help Desk Group Mailbox across multiple networks and respond within 2 hours during INSCOM core hours.
• Manage and update Help Desk websites on SIPR and JWICS; update website regularly as information changes.
• Update the Help Desk handout on a monthly basis.

Requirements

• Bachelor's degree in an area related to the labor category from a college or university accredited by an agency recognized by the U.S. Department of Education with 8 years of demonstrated experience.
• Ability to obtain DoDD 8140.01 (formerly DoDD 8570.01-M) certification/IT Level II within 30 calendar days of indoctrination at HQ INSCOM.
• 4 years demonstrated advanced experience with the M3, such as profile management or validating access to system Communities of Interest.
• Demonstrated experience instructing and conducting training for military audiences.
• Demonstrated experience with access management operations, such as PKI Trusted Agent activities or verifying security clearance information in JPAS or Scattered Castles, or validating access using need-to-know applications (JEMS, NCTC, etc.).
• Demonstrated experience involving complex security classification procedures/decisions such as coalition/foreign partner support, foreign disclosure, intelligence dissemination, or cross-domain operations.
• Demonstrated understanding of organizational messaging in DoD or IC.
• Experience drafting briefing slides to clearly articulate complex issues and procedures.
• Active Security clearance required.

Qualifications

• IPTA is an Equal Opportunity Employer.