Customer Support Specialist

Salient CRGT




Will be required to provide Tier 3 level support of both unclassified and classified networks. Update and resolve outages and maintenance using Service Manager ticketing system. Generate reports as required for review, and be responsible for understanding and ensuring compliance, meeting critical Service Level Agreements (SLA) and Key Performance Indicators (KPI). This position will also be responsible for and support the following O&M activities;

o User support for: PIN management and data entry for user logins to RSA/OWA authentication interface, and RSA Customer Self Service Web Client

o PIN resets (e.g. set user to ' new PIN' mode when user cannot access RSA Customer Self-Serve Web Site). Support on a 24x7 basis (Weekends and evenings.)

o Access RSA "knowledge base" or "check list" for common user authentication problems

o Hard Token management for personnel who lose their RSA Tokens. Un-assigning tokens from the user within the RSA Admin console.

o Re-synchronizing tokens to resolve technical issues.

Mandatory Qualifications (Education, Certifications, Experience, Skills)

3-5 years of experience providing similar services as outlined below.

Desired Qualifications (Education, Certifications, Experience, Skills)

Salient CRGT is a leading provider of health, data analytics, cloud, agile software development, mobility, cyber security, and infrastructure solutions. We support these core capabilities with full lifecycle IT services and training to help our customers meet critical goals for pivotal missions. We are purpose-built for IT transformation supporting federal civilian, defense, homeland, and intelligence agencies, as well as Fortune 1000 companies.

Salient CRGT is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity or expression, veteran status, disability, genetic information, or any other factor prohibited by applicable anti-discrimination laws.

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