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Tier 2 Support

CDIT

Hill Afb, Utah

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JOB DETAILS
SKILLS
Analysis Skills, Audiovisual, CISSP - Certified Information Systems Security Professional, Cloud Computing, CompTIA Network+, CompTIA Security+, Computer Science, Customer Support/Service, Device Drivers, Documentation, Environmental Issues, Functional Analysis, Hardware Installation, IT Service Management (ITSM), Identify Issues, Incident Management, Internet Security, Maintain Compliance, Mathematics, Microsoft Office Live Meeting, Mobile Devices, OEM (Original Equipment Manufacturer), Printers, Problem Solving Skills, Record Keeping, Scientific Principles, Secret Clearance, Security Clearance, Smartphones, Software Configuration Management, Software Patches, Strategic Planning, Systems Analysis, Technical Strategy, Technical Support, Technical Writing, Testing
LOCATION
Hill Afb, Utah
POSTED
9 days ago
The <\/span>Subject Matter Expert (SME)<\/b> <\/span>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. <\/span><\/span><\/span><\/span><\/div>

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Key Responsibilities<\/b><\/span><\/span><\/span><\/div>

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1. Strategic & Technical Advisory<\/b><\/span><\/span><\/span><\/div>
  • Expert Guidance:<\/b> <\/span>Serve as the primary authority in specialized areas such as <\/span>cyber strategy<\/b>, <\/span>IT modernization<\/b>, <\/span>datacenter consolidation<\/b>, and <\/span>cloud strategy<\/b>.<\/span>
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  • Systems Analysis:<\/b> <\/span>Perform high -level functional systems analysis, design, and integration to address complex organizational problems.<\/span>
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  • Scientific Application:<\/b> <\/span>Apply advanced mathematical principles and scientific methods to develop automated solutions for narrowly defined technical problems.<\/span> <\/span><\/span><\/span><\/span><\/li><\/ul>

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    2. Tier 2 Support & Incident Management<\/b><\/span><\/span><\/span><\/div>
    • Remediation:<\/b> <\/span>Provide remote and deskside troubleshooting for incidents exceeding the capabilities of the initial Service Desk.<\/span>
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    • ITSM Management:<\/b> <\/span>Manage and update tickets within the vendor -provided <\/span>ITSM system<\/b>, ensuring accurate status, routing, and documentation.<\/span>
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    • Escalation:<\/b> <\/span>Coordinate with <\/span>Tier 3 (Engineering)<\/b> <\/span>and <\/span>Tier 4 (OEM)<\/b> <\/span>teams for diagnosis and resolution of critical issues.<\/span>
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    • Proactive Analysis:<\/b> <\/span>Analyze incident tickets to proactively identify environment -wide issues and implement quick -reaction solutions.<\/span> <\/span><\/span><\/span><\/span><\/li><\/ul>

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      3. Specialized Technical Support<\/b><\/span><\/span><\/span><\/div>
      • Mobile Device Support:<\/b> <\/span>Provision and remediate smartphones, tablets, and <\/span>BYOAD<\/b> <\/span>(Bring Your Own Approved Device) in compliance with <\/span>AFMAN 17 -1301<\/b>.<\/span>
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      • VTC & Audio -Visual:<\/b> <\/span>Configure, troubleshoot, and test VTC/AV hardware (projectors, microphones) and facilitate live meeting connectivity.<\/span>
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      • Printer Support:<\/b> <\/span>Install and configure printer hardware/software, including drivers, patches, and <\/span>STIGs<\/b> <\/span>(Security Technical Implementation Guides).<\/span> <\/span><\/span><\/span><\/span><\/li><\/ul>

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        4. Coordination & Compliance<\/b><\/span><\/span><\/span><\/div>
        • Collaboration:<\/b> <\/span>Coordinate with <\/span>teams (ESD, UEM, EUMOC) and Base Communications Focal Points.<\/span>
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        • Documentation:<\/b> <\/span>Maintain complete records of communications and provide implementation advice for complex technical documentation.<\/span> <\/span><\/span><\/span><\/span><\/li><\/ul>

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          Requirements<\/h3>
          Requirements & Qualifications<\/b>
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          • Security Clearance:<\/b> <\/span>Must possess an active <\/span>Secret Clearance<\/b>.<\/span>
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          • Education/Experience:<\/b> <\/span>In -depth knowledge in <\/span>Computer Science, Engineering, Mathematics<\/b>, or a related business/scientific field.<\/span>
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          • Certifications:<\/b> <\/span>No specific certifications are required; however, certifications in Cyber Security, Cloud, or IT Support (e.g., CISSP, Security+, Network+) are highly desirable.<\/span>
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          • Technical Proficiency:<\/b> <\/span>Proven experience with <\/span>ITSM tools<\/b>, mobile device management, and VTC/AV hardware troubleshooting.<\/span> <\/span><\/span><\/span>
            <\/li><\/ul><\/div>

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About the Company

C

CDIT

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