Digital Employee Experience (DEX) Engineer

Description

The company supports the Department of the Air Force's Enterprise Information Technology as a Service (EITaaS) program, a managed IT service model covering 187+ Air Force bases worldwide.

The program combines proactive digital experience monitoring, service desk integration and unified endpoint management to help the USAF shift its effort from routine network upkeep to mission execution.

This is an End User Monitoring Operations Center (EUMOC) Specialist role focused on Riverbed Aternity. You will work on the EUMOC watch floor as the first line of early warning for digital experience, watching performance across thousands of endpoints and core mission applications.

Responsibilities

• Watch endpoint health, application performance and user experience measures in real time using Riverbed Aternity.
• Spot and sort performance drops or outages affecting users, acting before they grow into major incidents.
• Build and maintain custom Aternity dashboards and reports that give leaders clear, usable data on device health and software behavior.
• Dig into device crashes, slow boots and application hangs to find root causes and propose fixes.
• Partner with Enablement Service Teams and Desktop Support owners on complex issues that span several areas.
• Help administer, configure and deploy Aternity agents across the enterprise.
• Support other EUMOC duties as needed.

Requirements

• Required: 15+ years of relevant experience. A Bachelor's degree in a related field can replace 5 years of it.
• Required: Able to obtain a Secret clearance.
• Required: Documented 3+ years deploying, configuring and maintaining real-time Digital Employee Experience (DEX) monitoring solutions, including deploying agents on Windows, including in Virtual Desktop Infrastructure environments.
• Required: Building clear, visually strong dashboards that show performance and anomalies.
• Required: Capturing and analyzing employee engagement data to find areas to improve.
• Required: Creating, interpreting and assessing employee satisfaction surveys.
• Required: Working knowledge of workplace software, collaboration tools and digital platforms.
• Required: Basic understanding of Software as a Service (SaaS).
• Required: Experience in a NOC, SOC or similar mission-critical or emergency response setting.
• Required: Strong problem-solving and troubleshooting skills.
• Required: Strong verbal and written communication, including experience writing Standard Operating Procedures (SOPs).
• Required: Proficiency with E-ITSM platforms. ServiceNow preferred.
• Desired: Network+
• Desired: ITIL Foundations
• Desired: CCENT
• Desired: Security+

Conditions

Full-time, regular position.

Up to 10% travel within the continental US.

Secret is the minimum clearance needed to start.

Salary range: $103,800 - $218,100. Final pay depends on factors such as geographic location, Federal Government contract labor categories and wage rates, relevant prior experience, specific skills, education and certifications.

Benefits

• Competitive compensation, benefits, and learning and development opportunities.
• Comprehensive benefits covering healthcare, wellness, financial, retirement, family support, continuing education and time off.
• Flexible time off to take the time you need.
• Access to robust learning resources.
• Flexibility to balance high-quality work with your personal life.