Enterprise Service Technical Support Subject Matter Expert (SME)

SMS Data Products Group, Inc is seeking an Enterprise Service Technical Support Subject Matter Expert to support the AFCENT NOSC contract on site at Shaw Air Force Base in South Carolina. This on‑base role centers on a 24/7 enterprise IT help desk, network operations, cybersecurity, and hands‑on technical support within a demanding NOSC environment.

Responsibilities

• Deliver 24/7 Tier 2 enterprise IT help desk assistance
• Provide ongoing collaboration and resolve escalated issues that involve complex systems, network hardware, software, services, and voice/video troubleshooting
• Document processes and create logic diagrams for routine NOSC floor tasks and for use by fellow support technicians
• Investigate network topology using NOSC automated tools and multiple metrics to determine connectivity, topology, and status, identifying substandard performance
• Produce reports and trend analyses related to bandwidth usage and network security incidents
• Utilize firewall toolsets to assess overall health of local and deployed firewalls and report findings
• Conduct enterprise firewall fault isolation and remediation, including troubleshooting ACLs that affect traffic
• Install and administer firewalls locally and remotely
• Develop and maintain training plans for operations floor roles and train personnel on new installations and application upgrades
• Provide general IT management and networking support
• Support LAN and WAN enterprise infrastructure
• Deliver general operations and maintenance support as needed
• Provide documentation support as required
• Participate in meetings and briefings as required
• Support functional training initiatives as needed
• Provide CONUS temporary duty travel support when required

Requirements

• Associates degree in a related field with 3+ years of relevant experience, or 5+ years of relevant experience
• Experience with Unix/Linux systems and firewall administration
• LAN and WAN enterprise support experience
• Experience installing Microsoft Windows Server in host and compute environments, including server images
• Background in storage solutions, high availability, DNS, DHCP, remote access solutions, core and distributed network solutions, and maintaining and monitoring server environments
• Experience managing Microsoft users and permissions, creating Active Directory Domain Services forests, designing server infrastructure, troubleshooting, and protecting networks and user data

Technologies

• Unix/Linux
• Firewall toolsets
• Windows Server
• DNS
• DHCP
• Active Directory (AD DS)
• VMware

Certifications

• Cisco Certified Network Associate (CCNA)
• VMware experience, including VCTA or equivalent
• ITIL Foundation Certification — candidate has up to 60 days after start to obtain it

Clearance

• Department of Defense Secret security clearance or the ability to obtain an Interim Secret clearance