IT Subject Matter Expert

Nakupuna Solutions is looking for a IT Subject Matter Expert to support the Office of the Executive Director (WHA/EX) within the Bureau of Western Hemisphere Affairs (WHA) that provides centralized leadership, management, and operational support to advance the Bureau's mission. Within WHA/EX, the Systems Support Services function delivers critical information technology, systems administration, and customer support services that enable efficient and secure bureau operations. This includes managing enterprise systems, maintaining IT infrastructure, supporting end users, ensuring cybersecurity compliance, and coordinating with Department-wide service providers to implement technology solutions. Through responsive technical support and continuous systems improvement, WHA Systems Support Services enhances organizational effectiveness, facilitates communication and data management, and ensures staff have the tools necessary to carry out foreign policy objectives.

The IT Subject Matter Expert serves as a senior technical advisor responsible for ensuring the reliability, security, and efficiency of enterprise IT operations in support of mission objectives. This role provides comprehensive oversight of infrastructure, end-user services, and technology solutions, while aligning activities with organizational policies, compliance requirements, and evolving operational needs. The incumbent collaborates closely with internal teams, external partners, and leadership to resolve complex technical challenges, optimize system performance, and enhance service delivery. In addition to hands-on technical support, the role contributes to strategic planning, process improvement, and knowledge sharing by developing standards, guiding best practices, and supporting continuous innovation across the IT environment.

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned.

Enforces Department security policies (12 FAM 553, 12 FAH 10) and manages incidents related to unauthorized device connections.
• Manages network drop activations with TWD and troubleshoots OpenNet, VPN, and Red Phone issues including the enrollment process.
• Manages MDM migration from VMware Workspace ONE to Microsoft Intune and oversees mobile device data plans for Windows and Apple iOS platforms.
• Configures and supports Apple devices while implementing MDM best practices.
• Oversees IT asset lifecycle for EMDs and MacBooks and maintains accurate inventory.
• Submits procurement and budget requests via Ariba and coordinates with Finance.
• Manages onboarding and offboarding in ATLAS and maintains DLs and Security Groups in Active Directory.
• Supports SharePoint operations and implements AI assistance using Microsoft Copilot.
• Utilizes ServiceNow for workflow automation and provides training on ServiceNow and O365.
• Supports Telecommunications including Teams, Video Teleconferencing, and audio teleconferencing and recommends upgrades when needed.
• Designs graphics for various multimedia formats from typography and still images to web page navigation schemes and video content.
• Provides performance metrics as required by the USG supervisor.
• Develops and maintains SOPs for all technical operations.
• Serves as liaison between WHA, DT and other Bureaus on technical matters.
• Assists with overall technical support to clients and out-of-scope IT resources.
• Manages all technical requirements for classified spaces up to Top Secret Level.

Skills/Qualifications: The ideal candidate has extensive experience in enterprise IT operations, including network systems, endpoint and mobile device management, and telecommunications support in secure and classified environments. They possess strong expertise in Microsoft 365, SharePoint, and collaboration platforms, along with web development experience and the ability to integrate and support enterprise applications. Familiarity with ServiceNow, Salesforce, Identity Management Systems (IDMS), Google Workspace, AWS, Box, Slido, and Cisco WebEx is highly desirable. The candidate has experience managing IT assets, supporting onboarding/offboarding processes, maintaining directory services, and enforcing security policies and compliance requirements.

The role requires strong problem-solving skills and the ability to troubleshoot complex technical issues while maintaining consistent, high-quality performance. The candidate has experience developing SOPs, delivering training, and mentoring staff on technology solutions and best practices. They demonstrate proficiency in qualitative and quantitative research methods to support data-driven decision-making and performance reporting. Excellent written and verbal communication skills in English, along with strong organizational, interpersonal, and coordination abilities, are essential. The individual must be able to manage multiple priorities across dispersed teams, work effectively in multicultural environments, and operate independently with minimal supervision while maintaining attention to detail and accountability.

Security Clearance: Top Secret Clearance required. Must be a U.S. Citizen.

Education and Experience:

• High School Diploma
• At least Five (5) years of work experience in Information Technology support.

The Nakupuna Companies use a market-based compensation strategy to ensure that our employees are compensated within applicable market ranges commensurate with multiple factors, including but not limited to the individual's particular combination of education, knowledge, skills, competencies, and experience, as well as contract-specific affordability, organizational requirements, and position location. The projected compensation range for this position is $120,000.00 to $172,000.00 (annualized USD). The salary range displayed represents the typical salary range for this position and is just one component of Nakupuna Companies total compensation package for employees.