Tier 3 System Sustainment Engineer

Job Title

Tier 3 System Sustainment Engineer

In this position you will monitor, manage, maintain system functionality and resources, AV/VTC/Multimedia infrastructure, and maintain operating efficiency. Perform overall systems and security support functions, including identifying and performing programming/software updates, troubleshooting, specifying replacement and upgrades for hardware. Other duties may include setting up administrator accounts, maintaining system documentation, tuning system performance, installing system wide software and allocating mass storage space.

You will also interact with users and evaluate vendor products.

RESPONSIBILITIES

• Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery.
• Develops and monitors policies and standards for allocation related to the use of computing resources.
• Provide Tier 2/Tier 3 sustainment and engineering support for AV and multimedia systems in support of the National Reconnaissance Office (NRO).
• Diagnose and resolve complex incidents and problems across AV, video conferencing, and collaboration systems.
• Develop, test, and implement configuration-baseline changes; ensure changes are documented and approved per-change management processes.
• Maintain and update system inventory records on the Multimedia System List (MSL) or equivalent configuration-managed asset list.
• Perform system upgrades, patches, and preventive maintenance to ensure availability and compliance with security standards.
• Coordinate with OEM/vendor (Tier
  4) support for advanced troubleshooting and repairs.
• Document system configurations, troubleshooting procedures, and incident resolutions in ITSM tools (ITIL-aligned).
• Support live events, briefings, and classified meetings; provide on-site technical assurance.
• Ensure compliance with government security policies, including STIGs and controlled access area protocols.
• Participate in on-call rotation for after-hours and mission-critical support

REQUIRED QUALIFICATIONS

Experience:

• 3 years of experience in systems sustainment, engineering, or Tier 2/Tier 3 technical support for mission-critical multimedia, audio-visual, or IT/OT systems.
• Experience diagnosing and resolving system incidents and problems, developing and testing configuration-baseline changes, and supporting systems tracked on a formal system inventory (e.g., a Multimedia System List (MSL) or comparable configuration-managed asset list) is strongly preferred.

Certifications:

• CompTIA Security+
• Crestron Master Programmer OR Extron EAP (Extron Authorized Programmer)
• CTS (CTS-I, CTS-D) preferred
• Manufacturer Trainings (ex. Evertz, Extron, Crestron) preferred

Education:

• Bachelor's degree in computer science, Electrical/Computer Engineering, Information Systems, or a related technical discipline. Equivalency:
  Associate's degree plus 2 additional years of experience, or a total of 8 years of directly relevant experience in lieu of a degree.

Clearance:

• Must possess a Top Secret/SCI with CI poly