Tier 2 Support

• 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. 

• 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. 

• 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). 

• 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