Enterprise Service Technical Support Subject Matter Expert (SME)

SMS is hiring Enterprise Service Technical Support SME's to support our AFCENT NOSC contract at Shaw Air Force Base. AFCENT’s mission is to deliver combat-ready air, space, communications, and cyberspace capability for USCENTCOM, helping maintain security and stability throughout Southwest Asia. We support the AFCENT Commander, USCENTCOM, coalition and joint partners, and warfighters who rely on NIPRNet, SIPRNet, partner networks, and other command-and-control systems. The AFCENT NOSC program is focused on running and protecting a 24/7 enterprise network and systems operations, including cybersecurity, engineering, maintenance, and technical support, keeping the AFCENT’s theater communications and IT infrastructure ready, secure, and available to effectively execute the AFCENT mission.

Job Responsibilities

• Provide 24/7 Tier 2 enterprise IT help desk support.
• Provide continuous collaboration support and address escalated issues involving complex systems, network hardware, software, services, and voice/video troubleshooting.
• Document processes and logic diagrams for regularly accomplished tasks on the NOSC operations floor as well as processes utilized by support technicians.
• Research and analyze network topology via NOSC automated toolsets and a myriad of networking metrics to ascertain connectivity, topology, and status to recognize sub- standard network performance.
• Develop reports and trend analysis documentation on bandwidth and network security incidents.
• Utilize the Firewall toolset to accurately analyze and report on the overall health of local and deployed firewalls.
• Perform enterprise-level firewall fault isolation and correction to include troubleshooting ACLs affecting other network traffic.
• Perform local installation and local and remote administration of firewalls.
• Develop and maintain training plans for all operations floor positions and train operations personnel on new system installations and operating application upgrad...