Field Infrastructure Subject Matter Expert


Job Order #:



Field Infrastructure Subject Matter Expert


Greenbelt, MD 



Salary Type:

per year


IT-Software Development: Computer-Network Security, Database Development-Administration, Desktop Service and Support, Enterprise Software Implementation & Consulting, General-Other: IT-Software Development, IT Project Management, Network and Server Administration, Software-System Architecture

Job Description:

Field Infrastructure Subject Matter Expert
The Field Infrastructure SME will lead, coach and support Field Infrastructure Analysts resolving emerging field office IT challenges for computer, application, system, device, access and hardware issues.  The SME will identify, troubleshoot, research and resolve technical problems of moderate complexity.  The SME will respond to telephone, email and online requests for technical support; documents, tracks, and monitors the problem using applicable systems and tools.  Coordinate with other teams or departments to resolve user problems.  The SME will also be responsible for monitoring incidents, escalations, customer service, coordination of all customer related activities and scheduling of operations & maintenance activities.  Complex issues will be coordinated with and escalated to the Tier 3 Service Desk with full descriptions of problems and actions taken to-date enabling more expedient resolutions.  Candidates must be available for on-call support as required.
-Lead and motivate a team of Field Infrastructure Analysts responsible for providing end user support to field offices and field agents.
-Develop & Maintain Field Infrastructure Analysts training documentation, provide formal and continuous training to ensure high quality service response.
-Work with analysts and customers to collect information about problems and lead customers through diagnostic procedures to determine the source issue(s); troubleshoot to determine problems for operating systems, applications, network, or mobile issues.
-Must have in-depth knowledge of the following technologies to support to end users:  Account Management functions in Active Directory, Mobile device management for Smartphone/mobile device (iPhone, iPad, Windows Tablet), PC/laptops (Windows 10), Virtual Desktop (VDI) (Windows 10), Outlook Web Application (OWA), MS Office 365/SharePoint, Personal Identity Verification (PIV) Cards, Multi-Function Network Printers, and other end user hardware & software technologies.
-Support the development of standard operating procedures, Knowledge Base (KB) articles for the use of service desks agents; conduct continuous improvement service desk support and update knowledge base as required.
-Use summary and individual performance metrics to continuously improve service desk performance and achieve/exceed the following SLA’s:  Critical incidents/problems are responded to within 20 minutes of receipt and resolved or escalated within 4 hours.  High incident/problems are responded to within 30 minutes of receipt and escalated or resolved within 24 hours.  Medium or low incidents/problems are responded to within 2 hours of receipt.  All information and changes pertaining to the incident/problem are updated in the ticket.  Service requests are processed within one business day.  90% of calls are answered <= 30 seconds.
-Manage, track, report, process and assign tickets daily. Track and analyze trends and produce reports as required.
-Perform regular quality evaluations of Service Desk Agent incident/service ticket inputs to identify and share good practices, as well as to address in adequate inputs.
-Bachelor’s Degree in a relevant major from an accredited college or university with 10+ years of continuous and progressive experience.
-5 years of experience operating in the role of Supervisor / Team Lead, successfully leading, managing and motivating a team of 5-15 direct resources.
-Demonstrated experience using the Remedy ITSM software in a fast paced service desk setting.
-In-depth technical knowledge of Windows (in particular Windows 10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365.
-Demonstrated technical knowledge of Apple iOS (Tablets and iPhones).
-Demonstrated experience developing and delivering training to service desk agents.
-Demonstrated ability to remain calm and cool in a high volume & pressure environment.
-Ability to communicate clearly and efficiently to team members and clients.
-Able to present ideas in a variety of ways depending upon audience and context.  Excellent active listening skills.
-Strong interpersonal skills with the ability to interact effectively with all levels of personnel, senior management, users, vendors and subcontractor personnel.
-Advanced knowledge of VDI and supporting technologies to support troubleshooting activities.
-In-depth experience managing MS AD user and computer account configurations and entitlements.
-In-depth experience supporting and troubleshooting access to AD integrated WiFi networks.
-Knowledge and experience troubleshooting and resolving end-user network printer issues.
-Knowledge and experiencing supporting file share access and previous versions.
-Knowledge and experience managing users and devices with Cisco Call Manager (CUCDM).
-Experience configuring and troubleshooting VoIP phones, conference call pads, and VTC systems.
-Knowledge and experience with Cisco Contact Center a plus.
-Ability to plan, prioritize, organize, schedule and execute assignments.
-Experience preparing reports by collecting, analyzing, and summarizing information and trends.
-Demonstrated professional and technical knowledge through participation at educational workshops; understanding of current professional publications; and evidence of established/robust personal networks.
-HDI Support Center Manager certification.
-ITIL Certification (Foundations, Practitioner, etc.).
-Demonstrated experience leading continuous improvement initiatives in a service desk environment.
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Next Step Systems
Chicago, IL, United States


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