Type of Requisition:Regular
Clearance Level Must Currently Possess:Secret
Clearance Level Must Be Able to Obtain:Secret
Public Trust/Other Required:None
Job Family:IT Infrastructure and Operations
Job Qualifications:Skills:Customer Service Management, IT Documentation, Public Key Infrastructure, Public Key Infrastructure (PKI) Operations, Windows Public Key Infrastructure (PKI)
Certifications:None
Experience:3 + years of related experience
ship Required:Yes
Job Description:We are GDIT, supporting and securing complex government, defense, and intelligence projects nationwide. Our work has real impact, and you're trusted to deliver your best every day with autonomy and opportunity to grow. We are seeking a customer-service-focused PKI/Local Registration Authority (LRA) Specialist in Arlington, VA. In this on-site role, you will provide timely, professional token support to users in a classified environment and regularly interface with end users and senior staff. You must be a self-starter, able to work independently while keeping customers informed of token status, and able to explain technical concepts clearly to non-technical users.
Key ResponsibilitiesLRA / Token Management- Create, issue, and manage PKI tokens for Trusted Agents (TAs) and end users.
- Handle registrations, certificate enrollments, and token issuance for 1,000+ users in a classified environment.
- Accept used tokens, re-format or revoke active ones as required.
- Support NEC and RCC-NG administrators with unclassified token management.
- Acquire and maintain knowledge of relevant DoD and Army cybersecurity and PKI policies.
- Obtain and maintain required certifications (8570 Level I, DISA PKI).
- Create and maintain compliance artifacts, metrics, and detailed logs for audits and Army inspections.
Trusted Agent / Training Support- Train Trusted Agents and maintain an updated list of TAs in the organization.
- Ensure annual TA training is completed and current.
- Submit TA training certificates and nomination memos to the Registration Authority (RA) for approval.
- Coordinate with division-level TAs to ensure they understand their duties and meet turnaround targets (typically within 24 hours, barring external dependencies).
Customer Service & Technical Support- Provide technical support and troubleshooting for LRA token issues.
- Respond to customer inquiries in person, by phone, email, instant message, and voicemail.
- Deliver in-person and phone support for approximately 4,000 end users.
- Provide VIP support and clearly communicate incident status and resolutions.
- Maintain a strong customer service focus, demonstrating expertise, courtesy, timeliness, and professionalism with users and senior staff.
Documentation- Work trouble tickets, including detailed notes, customer communication, and resolution within established SLAs.
- Notify the team lead of VIP requests that need additional resources or may impact resolution times.
- Prepare and maintain accurate documentation of LRA processes, guidelines, regulations, compliance requirements, and application reference guides.
- Maintain required security and token documentation, logs, and forms per RA and organizational standards.
Team Participation & Professional Conduct- Participate in required meetings (e.g., weekly staff, training sessions, ticket reviews) as directed by the SIPR Lead.
- Build credibility and trust with customers and team members.
- Identify opportunities to improve customer satisfaction and propose solutions.
- Support team processes and participate in cross-functional efforts.
- Provide after-hours on-call support when needed.
- Assist with special projects as required.
- Maintain current knowledge of relevant technologies.
Core Competencies- Strong analytical skills, attention to detail, and consistent follow-through to ensure issue resolution.
- Ability to respond to last-minute requests and quickly identify and communicate key information.
- Sound judgment and discretion in handling sensitive or situational issues.
- Excellent multi-tasking and time management skills.
- Strong written and verbal English communication skills.
Required QualificationsEducation- High school diploma required.
- Bachelor's degree preferred.
Experience- 3+ years directly supporting help desk operations or customer service.
- Experience with intermediate-level Microsoft Office, Internet Explorer, SharePoint, and Adobe Acrobat.
- SharePoint experience is a plus for maintaining the team's site/page.
Clearance- Active Secret clearance required at time of interview.
Certifications- Active/current CompTIA Security+ ce.
- DISA PKI (LRA/RA/KRA) certificate within 3 months of start.
- Computing environment certification (e.g., Microsoft Windows Operating System Security).
- If hired with only Security+ ce, continued employment requires obtaining the Windows certification within 3 months.
- Maintain and upgrade certifications per contractual requirements.
Work Location & Travel- Client site: Arlington, VA.
- On-site support only; no alternate work schedules.
- No travel required.
GDIT Is Your PlaceAt GDIT, the mission is our purpose, and our people are central to everything we do.
- Growth: AI-powered career tools to identify next steps and learning opportunities.
- Support: An internal mobility team dedicated to helping you achieve your career goals.
- Rewards: Comprehensive benefits and wellness packages, 401(k) with company match, competitive pay, and paid time off.
- Community: Award-winning culture of innovation and a military-friendly workplace.
Own Your OpportunityExplore an enterprise IT career at GDIT and you'll find opportunities to grow alongside colleagues who share your drive to support critical operations and advance the mission.
The likely salary range for this position is $70,658 - $82,800. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours:40
Travel Required:None
Telecommuting Options:Onsite
Work Location:USA VA Arlington
Additional Work Locations:Total Rewards at GDIT:Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
Our Identity Verification Process:As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work:We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
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