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Helpdesk / Access Manager (Senior / Mid)

Position / LCAT: Helpdesk / Access Manager Level: Senior and Mid Lead Designation: N/A Location: Fort Belvoir, VA

Role Summary

Serves as an enterprise access manager and validator for Army intelligence users requiring access to IC PKI-enabled databases (e.g., Army M3, AIDP), communities of interest (COIs), and entitlement/mission managers on mission networks such as the Joint Entitlement Management System (JEMS) and GATEKEEPER. Validates access requests based on the user's justification and security clearance level. Conducts PKI Trusted Agent activities, verifies security clearance information, and supports complex security classification procedures involving coalition/foreign partner support, foreign disclosure, intelligence dissemination, and cross-domain operations.

Responsibilities

Execute 12 hours of service during regular working hours Monday–Friday; access request queues must be zeroed by close of business (COB) Friday of each week
Manage and validate access to IC PKI-enabled databases; monitor SIPRNET and JWICS database account requests at least three times a day within INSCOM core hours
Provide Tier 2 database support, including log-in errors, application troubleshooting, user search and profile support, and database account metrics management
Manage Intelligence Community of Interest (COI) access for database users; monitor COI sites and approve authorized account requests
Manage requests in entitlement management systems for the Army Intelligence Enterprise, ensuring proper organizational alignment and validating need-to-know
Manage access to NATO SECRET reader groups on SIPRNET and JWICS; monitor request sites at least once daily
Maintain the Army organization structure within JEMS, ensuring alignment with the Army command structure
Serve as DoDIIS Public Key Infrastructure (PKI) Trusted Agents for assigned personnel
Communicate with requested individuals to ensure accurate entries in the DoDIIS Full-Service Directory (FSD)
Assist personnel with proper installation of certificates and coordinate with the local Full-Service Directory SSO
Create and maintain the Access Management SOP including all policies and procedures related to trusted agent activities and access management; review every 6 months
Maintain and update Transaction Metrics log on a weekly basis
Produce ad hoc metrics reports within 2 business days of Government request
Engage with organizations within the Army Intelligence Community to discuss mission requirements
Review entitlements currently shared with the Army Intelligence Community on a regular basis
Search and discover entitlements that could positively impact authorized Army missions; create and maintain a list of these entitlements
Ensure organizations and missions are properly aligned in entitlement management systems
Answer Help Desk dedicated phone line and check voicemail periodically throughout shift
Monitor Help Desk Group Mailbox across multiple networks and respond within 2 hours during INSCOM core hours
Manage and update Help Desk websites on SIPR and JWICS; update website regularly as information changes
Update the Help Desk handout on a monthly basis

Required Qualifications

Senior Level

4 years demonstrated advanced experience with the M3, such as profile management or validating access to system Communities of Interest
Demonstrated experience instructing and conducting training for military audiences
Demonstrated experience with access management operations, such as PKI Trusted Agent activities or verifying security clearance information in JPAS or Scattered Castles, or validating access using need-to-know applications (JEMS, NCTC, etc.)
Demonstrated experience involving complex security classification procedures/decisions such as coalition/foreign partner support, foreign disclosure, intelligence dissemination, or cross-domain operations