SecureView Client Support Technician

Pacific Air Force Cyberspace Systems Squadron (CSS) provides Cyber Operations Support to maintain Joint Base Pearl Harbor-Hickam (JBPHH) services. 15th Wing Cyber Operations Support are critical to achieving mission success and meeting vital demands and distribution of Commander Pacific Air Forces (COMPACAF) Air Tasking Orders (ATOs), overseeing 15th Wing, 647 Group, and Tenant Units connected to the Air Force Network (AFNET) Enterprise of Responsibility (EOR) from the 747 Cyberspace Squadron (CYS).

Minimum Clearance Required

Active DOD Secret Clearance

Education/Certification Requirements

Security + or higher

**Work Experience & Skill Requirements **

Possesses experience working with customers and Remedy trouble mobile device ticketing systems

Must be experienced with imaging laptops and desktop systems using imaging servers and removable media

**Primary Responsibilities
**

• Provide tier one Cyber Operations Services and troubleshooting in response to trouble tickets and to a wide range of clients on various devices including, but not limited to: workstations, Thin (Server based) Clients, laptops, and other devices
• Provide software installation and support
• Coordinate appointments with customers to troubleshoot on site or remotely assist and provide walk-through repairs
• Process, prioritize and resolve trouble tickets using BMC Remedy on unclassified and classified networks. Contractor shall check BMC Remedy ticket queue throughout the day to respond to different levels in priority for incidents
• Process, prioritize and resolve trouble tickets using Cyberspace Infrastructure Planning System (CIPS). Contractor shall check CIPS throughout the day to respond to different levels in priority for incidents
• Process, prioritize and resolve trouble tickets using Virtual Enterprise Service Desk (vESD) and Remedy ticketing systems
• Meeting compliance for system requirements
• Managing Controlled Cryptographic Items (CCI)
• Managing user and administrative profiles
• Backing up user profile folders across machines
• Managing organizational web pages
• Creating and updating presentations to provide reports and/or incidents to adjacent offices
• Support the Base Equipment Custodian Office in deploying new computer equipment and turning old equipment in for disposition
• Time Compliance Network Orders (TCNO) compliance
• Mission Type Order (MTO) compliance
• Customer device sanitization in response to Negligent Disclosure of Classified Information (NDCI) incidents
• Monitor, prioritize, and respond to Virtual Enterprise Service Desk (vESD) tickets
• Monitor the Cyber Operations distribution email to keep track of ongoing tickets and projects
• Communicate and collaborate with Communications Focal Point, other shops, and other agencies or commands
• Validate the identity of a customer in eAuthentication as a Local Registration Authority (LRA)
• Create, provision and audit customer privileged accounts
• Validate the customer's name, birth date and other attributes provided on customer's government issued photo identification
• Provide privileged account reports and/or incidents to adjacent offices
• Plan organize and Direct Sustainment Activities by establishing work standards, methods, and controls for preventative, scheduled, and unscheduled maintenance actions
• Determines extent and economy of repair of malfunctioning equipment
• Ensures compliance with technical data, instructions, and work standards
• Develops and enforces safety standards
• Interprets malfunctions and prescribes corrective action
• Serves on or directs inspection teams organized to evaluate base or command sustainment programs. Manages, or performs, research and development projects for assigned systems
• Coordinates and documents repairs. Manages, administers, controls, and evaluates contracts