HiringCafe
Posted 3mo ago

Tier 2 Support

@ CDIT
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Hill Afb, Utah, United States
OnsiteFull Time
Responsibilities:Advising strategy, Managing incidents, Coordinating compliance
Requirements Summary:Secret clearance; CS/Engineering/Mathematics knowledge; ITSM tools experience; mobile device management; VTC/AV hardware troubleshooting; IT support and incident management.
Technical Tools Mentioned:ITSM tools, Mobile device management, VTC/AV hardware, Printers, STIGs, BYOD
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Job Description
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.