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SUMMARY

The Information Systems Security Specialist Lead supports the Department of Defense (DoD) ACAS capability which scans an estimated 11 million devices on the DoD Information Network (DoDIN) for potential vulnerabilities that may affect the DoD security posture. This position provides Service Desk support at the DISA Ecosystem in Oklahoma City, OK (OKC) supporting ACAS Build 1 customers. Primary responsibility is to support Cyber Development (ID) in the establishment of a knowledge base that can be used by the OKC Application Support Team to sustain ACAS service operations.

ESSENTIAL REQUIREMENTS

Must have an active Top Secret/Sensitive Compartmented Information (TS/SCI) Security Clearance which requires U.S. citizenship.

KEY DUTIES AND RESPONSIBILITIES

Essential Duties and responsibilities include the following. Other duties may be assigned.

Provides ACAS Build1 Support, including (but not limited to):

• Administration and engineering support for the ACAS Build 1 SIPR and NIPR SC servers
• OT&E Support for Build 1
• Troubleshooting ACAS issues/Build 1 connectivity/CMRS publishing
• Tier III support to ACAS implementation
• Ticket count tracking in support of Build 1 issues/requests/tasking

Develops a knowledge base whitepapers

Reviews and provides input to the ACAS Frequently Asked Questions (FAQ).

Identifies issues that can support first call resolution (issues that can be routinely and immediately addressed on the first call). Work with supporting staff to ensure that this information is incorporated into the ACAS FAQ for tier I consumption/use.

Supports efforts to reduce mean time to resolution time (MTTR).

Works with local OKC staff on incident collection with the intent of analyzing and reviewing submissions for knowledge building through the ticketing system and/or existing knowledge repository.

Supports PMO knowledge management initiatives as they pertain to the service desk.

Diagnoses and categorizes specific incidents to support manageability of reported items (to identify troubled areas or areas where issues are most frequently used, and the best means to broadcast/publish ACAS remedies).

Identifies critical and reportable issues impacting the operations, performance, and management of the ACAS toolset.

Proactively identifies issues that may rate as critical or priority 1-3 issues (include in initial draft of whitepaper).

Defines and maintains an issues baseline (items that may be reported on with the implementation of the tool but once resolved, this list may change).

Works with the OKC Application Support Team and identify short language or other means to catalog, summaries, tag or notate ACAS tickets in the ticketing system to support categorization and analytical efforts (e.g. Request for Information (RFI), ER/CR (Enhancement Request/Change Request), SCAN, NESSUS, SC, POLICY, performance, scalability, IMP (implementation issue)).

Identifies, prioritizes, and reports issues that can be best addressed at each tier.

Aids in identifying trends with ticket submission.

Identifies and reports on errors and their root causes through a known errors database.

Suggests instances where specific incidents can be resolved through knowledge management or other functional areas such as testing or a specific type of training (e.g. On the Job Training (OJT) , Defense Collaboration Services (DCS), formal training).

Publishes knowledge management information in the ticketing system or other designated knowledge repository (e.g. WIKI, FAQ, etc.) for sustainment.

Sustains knowledge management efforts by identifying rocedures to update or expire content (based on outdated versions of the product, resolutions that are no longer valid because they were fixed with code or changes to the product, etc.).

Provides knowledge transfer such that resolutions are transferrable from ticket to ticket (solution reuse) to sustain knowledge.

Identifies end-user events or incidents that are specific to unique communities and architectures.

Performs ticketing effort (secondary effort) to include filtering and resolution of specific issues in a manner that builds expertise within the customer support division.

Prepares an informal monthly report that identifies any major issues, concerns, and suggestions for improving the knowledge base and incident resolution process.

Plans daily activities within the guidelines of company policy, job description and supervisor\'s instruction in such a way as to maximize personal output.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or respons