IT Operations Analyst, Senior in Reston, VA at Booz Allen Hamilton Inc.

Date Posted: 8/2/2018

Job Snapshot

Job Description

Job Number: R0034337

IT Operations Analyst, Senior

Key Role:

Train service desks and desk-side support technicians and other Tier I and II personnel appointed as Public Key Infrastructure (PKI) trusted agents. Perform PKI end-user training, support engineering activities, as identified, and facilitate supporting the transition of engineering products into the operational environment. Issue enrollment pins and assist customers with PKI enrollment, revoke and republish certificates, and assist customers with resolving PKI issues with Web browsers and Outlook e-mail. Create written technical documentation, troubleshooting guides, and solutions to support Tier I personnel. Provide Tier I and II technical support to more than 100,000 users at more than 200 sites worldwide, including troubleshooting, analyzing, diagnosing, and correcting customer access issues to Web sites, servers, and applications. Use the Siebel ticketing system to track workflow and manage customer service requests. Enroll, revoke, and assist customers with receiving and installing PKI certificates, including configured workstations, directories, Web servers, and Microsoft Outlook store with PKI credentials on various networks.

Basic Qualifications:

-2+ years of experience with managing PKI certificates and processing PKI enrollment

-2+ years of experience with maintaining continuity for PKI systems and certificate authorities and acting as a registration authority

-Experience with troubleshooting customer PKI issues

-Ability to work independently and as a team member to solve difficult technical challenges on a global scale

-TS/SCI clearance; willingness to take polygraph exam

-HS diploma or GED and 10 years of experience with IT systems
-Ability to obtain a DoD 8570 Certification upon hire

Additional Qualifications:

-Experience with a trouble ticketing system

-Knowledge of ITIL change management and problem management best practices

-Ability to provide on-call support as a member of a larger team

-Possession of excellent oral and written communication skills

-Possession of excellent team collaboration skills

-TS/SCI clearance with a polygraph

-DoD 8570 Certification

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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