Tier 2 Support

CDIT•Hill Afb, UT

About The Position

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> <\/div> Key Responsibilities<\/b> <\/span><\/span><\/span><\/div> <\/div> 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> <\/li> Systems Analysis:<\/b> <\/span>Perform high -level functional systems analysis, design, and integration to address complex organizational problems.<\/span> <\/li> 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> <\/div> 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> <\/li> ITSM Management:<\/b> <\/span>Manage and update tickets within the vendor -provided <\/span> ITSM system<\/b>, ensuring accurate status, routing, and documentation.<\/span> <\/li> 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> <\/li> 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> <\/div> 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> <\/li> VTC & Audio -Visual:<\/b> <\/span>Configure, troubleshoot, and test VTC/AV hardware (projectors, microphones) and facilitate live meeting connectivity.<\/span> <\/li> 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> <\/div> 4. Coordination & Compliance<\/b> <\/span><\/span><\/span><\/div> Collaboration:<\/b> <\/span>Coordinate with <\/span>teams (ESD, UEM, EUMOC) and Base Communications Focal Points.<\/span> <\/li> Documentation:<\/b> <\/span>Maintain complete records of communications and provide implementation advice for complex technical documentation.<\/span> <\/span> <\/span><\/span><\/span><\/li><\/ul> <\/div> <\/div><\/span>

Requirements

Must possess an active Secret Clearance.
In -depth knowledge in Computer Science, Engineering, Mathematics, or a related business/scientific field.
Proven experience with ITSM tools, mobile device management, and VTC/AV hardware troubleshooting.

Nice To Haves

Certifications in Cyber Security, Cloud, or IT Support (e.g., CISSP, Security+, Network+) are highly desirable.

Responsibilities

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