"Soldiers depend on the secure communications infrastructure to send mission critical data," said Daniel Raimondi, who has served as a CIR for four years. "When equipment is down, it can put lives at risk or put missions in jeopardy."
However, the Communications Security Logistics Agency (CSLA), CECOM's Logistics and Readiness Center (LRC) is poised to handle any breach of Communications Security (COMSEC) from its home or field components. To keep equipment protected and operational in the field, Soldiers rely on the Tier 2 Customer Support Section (T2 CSS) and CSLA INFOSEC Representatives (CIRs) Program provided by the Field Support Branch.
The Tier 2 Customer Support Section (T2 CSS) serves as a "9-1-1" line of assistance, providing technical support to COMSEC Account Managers (CAMs) for the Army Key Management System's software and hardware issues. If a problem cannot be fixed while on the phone with the customer, technicians work within a 24-hour timeline to request assistance from a higher level of support or to research it in-house and respond to the customer with the answer. Virtual service is provided after hours and on weekends and holidays for emergencies.
Joe Lopez, one of the original technicians in the T2 CSS, said most requests are for performing functions on the software such as destructions or inventories of materials. They face major requests when systems become non-operational and impede the Soldier's mission.
"The most meaningful part of the job is getting a thank-you from a Soldier who called you with a crashed system, knowing you worked with them to get it operational so that they can do their mission," said Lopez.
Problems with systems in the field are also addressed by the CSLA Information Security Representative (CIR) Program, headquartered at Fort Huachuca, Ariz. It is an essential, worldwide program providing on-site COMSEC and INFOSEC assistance to the Warfighter. There are 13 key CONUS/OCONUS CIR locations worldwide staffed by security specialists who work alongside Soldiers in the field. They assist units with deployment and re-deployment of COMSEC accounts and assets. CIRs serve as Subject Matter Experts (SME) for the regional CECOM Senior Command Representative (SCR) and are the first SME troops turn to when they need advice and assistance to resolve COMSEC issues.
A CIR on the ground is able to assess a problem quickly and often implement a solution on the spot. If no solution is readily available, a CIR will reach back to other CSLA customer technicians for additional support in resolving the problem.
"The T2 CSS has a great relationship with the CIRs," said Lopez. "They are right on the ground with the CAM and provide us with a real-time picture of problems customers may have. They also understand a lot of the functions with LCMS and help the user, which in turn helps us."
"We constantly communicate among ourselves and share our experiences and knowledge. We all have a military background and many of us are retired military, which helps us understand and relate to the Soldiers we support," said Raimondi.
The CIRs travel wherever they are needed to provide on-site assistance. On average, they spend 60 percent of their time away from their home station traveling to other installations and forward operating bases to support the troops. The face-to-face contact with Soldiers is meaningful for the CIRs and Soldiers alike, according to Raimondi.
"CIRs build very close bonds with the units and Soldiers they support," said Raimondi. "Our job is all about supporting them and making sure they are successful when it comes to COMSEC, whatever their mission is and wherever they are. In a deployment situation, CIRs go where the Soldier goes. We work side-by-side with them and when necessary, live where they live. All of the CIRs have an immense respect for the Soldiers and the difficult job they have; they are our purpose and we take great pride in providing whatever support we can to them."
CIRs have deployed to SWA in support of contingency operations since 2003 with continuous six-month deployments to Iraq, Afghanistan, and Kuwait since 2004.
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