• Serve as the technical lead and subject matter expert for assigned Real Property Systems of Record, including GFEBS, INFADS, BUILDER, GIS, and other systems as required. • Provide system administration, data analysis, reporting, and technical support to ensure data accuracy, consistency, and compliance with DoD requirements. • Support real property data validation, quality assurance, audit readiness efforts, and reporting activities. • Analyze system data and develop reports, dashboards, and recommendations to support decision-making and infrastructure planning. • Collaborate with government stakeholders and project teams to identify requirements, resolve system issues, and improve business processes. • Maintain proficiency in applicable systems, modules, and supporting technologies. • Support user access management, training requirements, and system role coordination, as applicable. • Prepare technical documentation, data analyses, and status reports for government customers.

Role Description The Senior Telecommunications Technical Support Engineer is responsible for providing Tier II and Tier III expert-level remote technical support, troubleshooting, and repairing telecommunications platforms. This role involves utilizing specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality. The Senior level resolves complex, systemic and/or global network issues and outages. The senior engineer will also provide technical assistance and guidance to other team members and develop job aids detailing processes and procedures. - Perform remote support and troubleshooting on a broad array of telecommunications platforms as a subject matter expert. - Utilize specialized knowledge and experience to determine the cause(s) of failures and complete necessary activities to restore functionality. - Develop and maintain documentation of telecommunications systems, configurations, procedures, and support activities. - Test and validate new telecom equipment and software releases. - Log all testing, troubleshooting, and research done in the process of resolution in a ticketing application. - Stay up to date with advancements in telecom technology and recommend upgrades where necessary. - Provide technical assistance, guidance, and training to other members in the group. - Other duties as required. Qualifications - Bachelor’s Degree in Telecommunications, Computer Science, Information Technology or a related field preferred. - Certification in Electronic Engineering/Technology preferred. - Subject matter expert level understanding of telecommunications systems and protocols, such as TDM, Voice over IP (VoIP), fiber optic transport systems, and wireless networks. - Experience in some of the following: ADTRAN, ALCATEL, CIENA, LUCENT. - Minimum 10 years’ experience performing OEM level troubleshooting and repair for supported systems. - Telecommunications carrier and/or OEM experience preferred. - Experience working both with and without documented procedures preferred. - Experience working with EMS systems, network management, and monitoring tools and clients. - Ability to trace complex troubles through a network with multiple platforms in a data path and determine a root cause. - Proficiency in scripting and automation (e.g., Python, Bash). - Strong analytical skills and attention to detail. - Ability to manage multiple tasks and prioritize effectively. - Strong communication skills and ability to provide clear written instructions and technical manuals. - Excellent customer service skills and proactive approach to problem solving. - Proficient computer system/database navigation experience. - Working knowledge of Microsoft Office products. - Ability to view and enter information via computer keyboard and monitor is required. - Experience training and guiding peer team members. - Availability to provide on-call coverage, and if needed, during non-traditional business hours and off-shift. Company Description

Role Description The Help Desk Support Technician provides support to end users for computer, application, system, device, access, and hardware issues. Utilize technical experience and customer service skills to assist end users to resolve incidents and fulfill requests remotely and escalate as needed. - Identifies, researches, and resolves technical problems of moderate complexity. - Responds to telephone, email, and online requests for technical support. - Documents, tracks, and monitors the problem using applicable systems and tools. - Works within defined parameters to identify work expectations and quality standards, with some latitude over prioritization/timing. - Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion. - Has excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. - Performs root cause analysis, develops checklists for typical problems, and recommends procedures and controls for problem prevention. - Diagnoses and resolves unique, nonrecurring problems associated with application software and operating systems. - Creates Knowledge Base articles for applications supported and assists with new hire training of new team members. - Works with multiple vendors and other Support Groups to resolve hardware and software issues in a timely manner. Qualifications - 2-3 years of IT Help Desk Support experience. - Effective verbal and written communication skills. - Effective problem-solving skills, multi-tasking, and time management skills. - Proficient in use of Microsoft Office products. - Must be passionate about contributing to an organization focused on continuously improving consumer experiences. Requirements - At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable, or DSL connection is suggested. - Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information. - While this is a remote position, occasional travel to Humana's offices for training or meetings may be required. Benefits - Work-Life Balance. - Generous PTO package. - Health benefits effective day 1. - 401K - Excellent company match starting after first full year of employment. - Well-being program. - Paid Volunteer Time Off. - Medical, dental, and vision benefits. - Short-term and long-term disability. - Life insurance and many other opportunities.

• Provide exceptional technical support for our Surface Analysis product line, directly contributing to customer success and scientific advancement. • Provide second line remote support via phone, email, and Technical Assistance process, ensuring timely and accurate resolution of customer issues. • Travel to customer locations to install new tools and fix malfunctioning equipment that requires immediate attention, ensuring outstanding customer service. • Chip in to driving process/product improvement by providing valuable feedback on installation, service, and upgrades. • Conduct customer training on basic instrument operation, enabling them to make the most of our extraordinary technologies. • Collaborate with the Global Technical Support Department for Surface Analysis, actively participating in departmental duties as required. • Willingness to take additional training which expands the knowledge required to address the RTS-B responsibilities.