The Role
Provide SME-level technical and functional analysis for complex IT problems, deliver Tier 2 remote and deskside support for mobile, VTC/AV, and printers, manage ITSM tickets, apply STIGs and AFMAN compliance, and coordinate escalations to engineering/OEM teams while advising on cyber, cloud, and datacenter strategy.
Summary Generated by Built In
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
1. 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.
2. 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.
3. 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).
4. 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
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.
Skills Required
- Active Secret security clearance
- In-depth knowledge in Computer Science, Engineering, Mathematics, or related field
- Proven experience with ITSM tools and ticket management
- Experience with mobile device management and BYOAD in compliance with AFMAN 17-1301
- Experience configuring and troubleshooting VTC and audio-visual hardware
- Experience installing and configuring printers, drivers, patches, and applying STIGs
- Certifications in cyber, cloud, or IT support (e.g., CISSP, Security+, Network+)
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The Company
