MFA HelpDesk System Administrator

CACI International•Fort Meade, MD

About The Position

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:

Requirements

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

Nice To Haves

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.

Responsibilities

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.

Benefits

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.

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