Supporting the VA's PKI Infrastructure through the PKI Help Desk

Written by Brian Collins

Monday, 18 July 2011 09:57

See how VetsAmerica is supporting the VA's PKI Infrastructure through maintaining their PKI Helpdesk.

VetsAmerica, teamed with STG is currently performing Tier I and II help desk services for the VA’s Core Infrastructure Services Public Key Infrastructure Help Desk. This PKI Help Desk supports the OI&T Core Infrastructure Services (CIS) Offices by providing support to approximately 100, 000 – 125,000 PKI-enabled customers. PKI customers consist of PKI users and their local information Security Officers (ISOs), designated VA Program Managers (PM), Enterprise Infrastructure Engineers, Core Infrastructure Services staff, and site system administrators.

We receive approximately 4,000 PKI support requests per month from VA PKI end-users via email, telephone or the ticketing system. Our Team works with PKI users in a professional manner to satisfy support requests, while maintaining documentation regarding the life and close-out of the support requests using the VA’s ticketing system Remedy. We monitor, communicate, intervene, troubleshoot and escalate, as required, for the entire VA Enterprise Infrastructure to ensure the delivery of quality Tier I and II PKI services to the organization.

Typical PKI support requests consist of the following activities, in the approximate following order according to frequency:

Assist end users with obtaining new soft certificates via VA’s PKI enrollment portal
Assist end users with the publishing of the public encryption key to VA’s Global Address List (GAL)
Assist end user with questions regarding the use of PKI certificates as they relate to email signing and encryption
Revoke certificates according to VA’s certificate revocation process
Assist end users and system administrators with SSL certificate requests
Recover user encryption certificates according to VA’s key recovery process

Additionally, this Help Desk supports the proofing of approximately 400 separate request forms per day. This work consists of an intake method and work flow to receive PKI request forms from VA Information Security Officers (ISOs) or other VA Trusted Agents (TAs) and reviewing the request forms according to a defined process.

Last Updated on Wednesday, 19 October 2011 10:09

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