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
What We Do
CDIT, headquartered in Slidell, LA, has provided technical services for both commercial and Federal customers for the past 18 years. We deliver high-value services with our Agile integrated approach, consisting of Lean-Agile frameworks, process maturity, best practices combined with information security and quality management standards. This integrated approach is paired with the principles of accountability, collaboration, and delivery established our core CDIT execution model. This model allows us to successfully deliver and perform on small to large-scale programs remotely and on-site. CMMI III DEV | ISO 9001:2015 | ISO 27001:2015
