Tier 2 Support

Job Posting

The Subject Matter Expert (SME) provides high-level technical knowledge and functional analysis for exceptionally complex problems within specialized operational environments. This role bridges the gap between strategic IT planning (cyber, cloud, and enterprise performance) and hands-on Tier 2 technical support, including mobile, VTC, audio-visual, and printer systems. The SME applies advanced principles and mathematical methods to design, integrate, and implement automated solutions for difficult technical challenges.

Key Responsibilities

• Strategic & Technical Advisory Expert Guidance: Serve as the primary authority in specialized areas such as cyber strategy, IT modernization, datacenter consolidation, and cloud strategy.
• Systems Analysis: Perform high-level functional systems analysis, design, and integration to address complex organizational problems.
• Scientific Application: Apply advanced mathematical principles and scientific methods to develop automated solutions for narrowly defined technical problems.
• Tier 2 Support & Incident Management Remediation: Provide remote and deskside troubleshooting for incidents exceeding the capabilities of the initial Service Desk.
• ITSM Management: Manage and update tickets within the vendor-provided ITSM system, ensuring accurate status, routing, and documentation.
• Escalation: Coordinate with Tier 3 (Engineering) and Tier 4 (OEM) teams for diagnosis and resolution of critical issues.
• Proactive Analysis: Analyze incident tickets to proactively identify environment-wide issues and implement quick-reaction solutions.
• Specialized Technical Support Mobile Device Support: Provision and remediate smartphones, tablets, and BYOAD (Bring Your Own Approved Device) in compliance with AFMAN 17-1301.
• VTC & Audio-Visual: Configure, troubleshoot, and test VTC/AV hardware (projectors, microphones) and facilitate live meeting connectivity.
• Printer Support: Install and configure printer hardware/software, including drivers, patches, and STIGs (Security Technical Implementation Guides).
• Coordination & Compliance Collaboration: Coordinate with teams (ESD, UEM, EUMOC) and Base Communications Focal Points.
• Documentation: Maintain complete records of communications and provide implementation advice for complex technical documentation.

Requirements & Qualifications

• Security Clearance: Must possess an active Secret Clearance.
• Education/Experience: In-depth knowledge in Computer Science, Engineering, Mathematics, or a related business/scientific field.
• Certifications: No specific certifications are required; however, certifications in Cyber Security, Cloud, or IT Support (e.g., CISSP, Security+, Network+) are highly desirable.
• Technical Proficiency: Proven experience with ITSM tools, mobile device management, and VTC/AV hardware troubleshooting.