PKI Helpdesk Analyst

Job Summary

The PKI Helpdesk Analyst will support the Air Force Public Key Infrastructure (AF PKI) Program by providing Tier 2 and Tier 3 technical support to Department of the Air Force (DAF) personnel through the DAF Enterprise Service Desk (ESD). This role resolves incidents related to key recovery, mobile device integration, software requests, Common Access Cards (CACs), PKI tools, and certificate issues, while operating in strict accordance with DAF PKI policies and performance objectives.

The analyst will maintain and analyze helpdesk request logs, deliver training to DAF personnel to reduce lower-tier incident volume, and drive continuous process improvements. This position requires a technically precise individual with strong problem-solving ability and clear written and verbal communication skills.

Key Responsibilities

Tier 2 and Tier 3 Technical Support

• Provide timely and effective PKI support via the DAF ESD for incidents including key recovery, CAC issues, certificate errors, mobile device integration, software requests, and PKI tooling.
• Adhere to DAF PKI policies and ESD performance objectives for incident resolution timelines and quality.

Request Management

• Redirect Tier 1 requests received outside the ESD to the appropriate channel, notifying both the ESD and the requestor to prevent repeat incidents.
• Maintain a detailed log of all Tier 1, Tier 2, and Tier 3 requests; analyze trends and surface improvement recommendations in Monthly Status Reports.

Training and Knowledge Transfer

• Deliver structured training and knowledge transfer to DAF personnel on PKI support processes and self-service procedures, with the goal of measurably reducing Tier 1 and Tier 2 request volume over time.

Process Optimization

• Continuously monitor ESD support processes and recommend improvements via the Monthly Status Report.
• Collaborate with the Government to submit approved change requests through the ESD change request process.

Required Qualifications

• Minimum 2 years of Tier 2 or Tier 3 technical support experience in a DoD or government contractor helpdesk environment.
• Hands-on experience troubleshooting PKI-related issues: CAC authentication failures, certificate errors, key recovery, and mobile device integration.
• Active Secret clearance at time of hire. Clearance must be in a current, active status with a verifiable investigation date.
• Experience maintaining detailed incident logs and producing written reports or trend analyses based on helpdesk data.
• Experience delivering technical training or knowledge transfer to non-technical end users.
• Ability to work on-site in San Antonio, TX as required for ESD coordination.
• Strong written and verbal communication skills for interfacing directly with DAF personnel and government stakeholders.

Preferred Qualifications

• Active DoD 8570/8140 certification at IAT Level II or higher (e.g., CompTIA Security , CISSP, CASP ).
• ITIL Foundation certification or equivalent service management experience.
• Prior experience with ServiceNow ITSM, specifically ticket management and reporting modules.
• Prior experience working directly with the DAF Enterprise Service Desk or a comparable DoD ITSM platform.
• Demonstrated background in process improvement within a technical support environment, including documented outcomes.
• Associate or bachelor's degree in Information Technology, Cybersecurity, or a related field. Equivalent work experience accepted in lieu of a degree.