Directory And Identity Synchronization Service (DISS) Tier I & Tier II Help Desk Support Service Specialist - Intermediate

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Empower AI: As a DISS Tier I & Tier II Help Desk Support Service Specialist, you will provide services in support of the Army Network Enterprise Technology Command (NETCOM) on the Army Department of Defense Information Network (DoDIN-A) Cybersecurity and Network Operations Mission Support (ADCNOMS) contract. DISS is a subset of the Army’s Identity Credential Access Management. DISS directly supports the Army Master Identification database and the Enterprise Access Management Service) directory services. DISS provides synchronization and provisioning on persona identities for all Army Common Access Card holders and NPE between the greater DoD community and the Army. DISS reconciles any persona identity discrepancy between its database records and authoritative sources, such as DoD’s Defense Manpower Data Center (DMDC) person data repository and DISA’s Global Directory Services. DISS services fourteen other Army organizations by providing them with reconciled persona identities that also enable them to authenticate users onto their systems with properly mapped Public Key Infrastructure certificates. NETCOM provides both Tier II and Tier III services for the TRADOC Student Accounting System (TSAS). Tier II services include TSAS and DISS administration for access and remediation of any user’s personal identity record issue submitted through ITSM. You will provide help desk, incident, and problem management for the TRADOC Student Accounting System (TSAS) and IdAM/ADISS.

Highlights of Responsibilities:

• Provide Tier II administration for 8 production servers in support of TSAS, IdAM/ADISS operations.
• Provide a written report weekly to summarize Tier II O&M activities.
• Provide Tier I and Tier II Help desk support for NETCOM-managed IdAM/ADISS servers.
• Use established Government guidelines, tools, and reporting procedures in all instances which encompass incident and problem management.
• Monitor capability incident queues, respond to > 95% of new incidents in accordance with minimum response times as established in NETCOM incident management policy, and resolve > 95% of incidents in accordance with Service Level Targets as established in NETCOM incident management policy.
• Generate monthly standardized reports of incident and problem management KPIs.
• Provide weekly in-depth discussions by capability on incident management performance utilizing Government provided dashboards. Deep dives should be performed in conjunction with the Project management Interim Progress Report (IPR) deliverable.
• Document all known errors, problems, and solutions discovered in the process of executing break/fix operations.
• Develop mitigation plans when incident management trends reveal deficiencies in break/fix support performance or procedures.
• Utilize Government provided dashboards and reports to ensure resolution times fall within established Government service level targets.
• Draft technical guidance outlining step-by-step remediation procedures as illuminated through break/fix actions.
• Develop an After-Action Report (AAR) using the Government template to document significant outages, events, or activities impacting supported capabilities and services.

Minimum Requirements:

• Secret Security Clearance
• Bachelor's degree or equivalent
• 2 – 7 years of experience
• Intermediate experience with Operations center/call center or technical helpdesk

Preferred Qualifications:

• DoD Cyber Workforce Framework (DCWF 411) Technical Support Specialist Intermediate qualified (BS degree in Information Technology, Cybersecurity, Data Science, Information Systems, or Computer Science or GFACT or CND or Security+ or GSEC) or equivalent certification
• ITIL v4 Foundations certification

Physical Requirements:

• Sitting for long periods
• Standing for long periods
• Ambulate throughout an office
• Ambulate between several buildings
• Stoop, kneel, crouch, or crawl as required
• Travel by land or air transportation 10% or less

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.