Enterprise Service Technical Support Subject Matter Expert (SME)

SMS Data Products Group, Inc.; Sumter (SC); On-site; USD 65,000 - 85,000; Full time

Job summary

SMS Data Products Group, Inc. is seeking an Enterprise Service Technical Support SME to support the AFCENT NOSC contract at Shaw Air Force Base. The role focuses on 24/7 enterprise network operations, firewall management, and advanced troubleshooting with USCENTCOM and partner networks.

Candidates should have Unix/Linux and firewall experience, Windows Server administration, and strong LAN/WAN skills. A DoD security clearance or ability to obtain Interim Secret is required.

Qualifications

• An Associate degree or equivalent with 3+ years of relevant experience, or 5+ years of relevant experience.
• Experience with Unix/Linux and firewall administration.
• Strong LAN/WAN enterprise support experience.
• Experience installing Microsoft Windows Server in host/compute environments.
• Knowledge of DNS, DHCP, AD DS, and server infrastructure management.

Responsibilities

• Provide 24/7 Tier 2 enterprise IT help desk support.
• Collaborate to resolve escalated issues with complex networks, systems, and voice/video.
• Document processes and diagrams for NOSC operations tasks.
• Analyze network topology and performance using NOSC tools.
• Develop reports on bandwidth and security incidents.
• Use firewall tools to assess and report firewall health and ACL issues.
• Troubleshoot and repair firewall faults at local and remote sites.
• Install and administer firewalls locally and remotely.
• Develop training plans for operations staff and onboarding of new system upgrades.
• Provide general IT and networking support; LAN/WAN enterprise support.

Skills

Unix/Linux

Firewall experience

LAN/WAN support

Windows Server administration

Network troubleshooting

Education

Associate degree in related field

Tools

Active Directory

DNS

DHCP

VMware

Job description

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 upgrades.
• Provide General IT Management and Networking support.
• Provide LAN and WAN Enterprise support.
• Provide general O&M support as required.
• Provide documentation support as required.
• Provide meetings/briefings support as required.
• Provide functional training support as required.
• Provide CONUS TDY support as required.

Required Qualifications

• Associates in related field and 3 or more years’ relevant experience or 5 or more years’ relevant experience
• Unix/Linux and Firewall experience
• LAN and WAN Enterprise support experience.
• Must possess experience and demonstrate an understanding with installation of Microsoft Windows Server in Host and Compute Environments, and Windows Server using server images.
• Experience with implementation of storage solutions, high availability, Domain Name Systems (DNS), Dynamic Host Configuration Protocol (DHCP), network connectivity and remote access solutions, core and distributed network solutions, advance network infrastructure, and maintain and monitor server environments.
• Must possess experience and demonstrate an understanding with managing Microsoft users and permissions, creating active directory domain services (AD DS) forests, designing server infrastructure, troubleshooting, protecting network, and user data.

Certifications Required

• Cisco Certified Network Associate (CCNA)
• VCTA or extensive VMWare experience
• ITIL Foundation Certification - Candidate has up to 60 days to acquire ITIL Foundation certification after start.

Clearance Required

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

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.