Active Top Secret Clearance is requiredOnsite in NE DC Role Description/Responsibilities Collaborates with cross-functional teams to clarify program intent, identify problems, suggest changes, and determine the extent of operational support requirements.Provide input to the OCIO SDS Daily Operations report by providing service request and incident data, call volume data, and end-user ticket data for the previous business day. Also, provide information regarding service desk performance issues and unresolved VIP tickets.Measure customer satisfaction using a three (3) question survey which will be distributed to end-users via email after a ticket is closed; the survey will assess service DOJ OCIO IT Classified Service Desk professionalism, timeliness of response, and issue resolution using a five (5) point Likert scale. For all negative survey responses, the customer must be emailed within one (1) business day to request customer feedback. Must ensure the government has access to all customer satisfaction survey data and negative customer feedback.Provide phone support Monday through Friday during core business hours and dispatched onsite support to physical locations.Provide alternating after-hours support from 6 PM-7 AM EST Monday-Sunday as well as on HolidaysSupport National Security Systems Public Key Infrastructure (NSS PKI) and Intelligence Community PKI (IC-PKI) lifecycle management and the resolution of NSS-PKI and IC-PKI-related incidents, and full lifecycle management of both token-based soft certificates to smart-card hard certificates.Use a FIPS (Federal Information Processing Standards Publications) 140-2 Level 2 certified solution (such as BigFix Remote Control and Citrix Desktop Director) to remotely access, diagnose, control, and fix attended and unattended computers.Monitor and troubleshoot the Departments AMHS interagency record message service, processing incoming and outgoing messages as needed.Provide alternate COMSEC administration support to the federal COMSEC manager, including the issuance of cryptographic equipment and key material, management of hand receipts, general maintenance, and inventory tracking. Minimum QualificationsExperience with Remedy Ticketing System1-3 years experience Security Clearance: Active Top SecretExcellent oral and written communication skillsAbility to multi-task and perform under tight deadlinesDemonstrate an ability to methodically and proactively analyze problems and identify solutionsExperience with Microsoft desktop client technologies and supporting softwareFamiliar with current and emerging technologies and their potential impact on the DepartmentLikes to work in a small company where your input, contributions, and ideas will directly impact the companys growth and success BENEFITSBlue Cross Blue Shield Medical and Dental InsuranceGuardianVSP Vision PlanHealth Savings Account (HSA)Group Life & AD&DShort- & Long-Term DisabilityVoluntary Life & AD&DVoluntary Accident PlanVoluntary Cancer/Critical Illness10 Days PTO that accrues at .83 days per month10 Federal Holidays401(k) program Annual Training Reimbursement IntePros Federal is an EEO employer and does not discriminate on the basis of race, religion, disability, veteran status, gender, or sexual orientation.by Jobble