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Client Support Technician
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SMS is seeking a Cient Support Technician to work on our C4 Contract at Kirtland Air Force Base in Albuquerque, NM. This Tier 1 service desk position is responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. Tracking and auditing of physical and software IT assets. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.
SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 40 years. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.
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Responsibilities- Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
- Creates, updates and closes out help desk tickets
- Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
- Maintains required documentation of Tier 1 processes and SOPs
- Familiarity with Windows Operating system and Microsoft Office Suite
- Familiarity with creating/updating Remedy tickets is preferred
- Familiarity with troubleshooting printers and multi-function devices
- Familiarity with the setup of Video Teleconferencing systems
- Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
- Familiarity with Account Permissions/Provisioning
- Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
- Adaptability in learning and supporting new software
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Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
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Prior experience in a government consulting services environment is preferred.
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The physical demands associated with this position include walking, bending over, stooping, lifting, & carrying heavy materials and objects (up to 30 lbs.).
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Must possess a valid state driver’s license and be capable of operating a motor vehicle.
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Must be able to work at heights from a ladder to reach cables and devices installed in ceilings and hard to reach places.
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Must be able to operate network test equipment, AV equipment, use power tools, and work at heights using ladders.
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Active DoD Secret clearance is required or the ability to obtain an Interim Secret clearance.
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Minimum DoD 8570/8140 IAT-I + CE certification required.
SMS is a veteran-owned network integrator established in 1976. With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees.
SMS is an Equal Opportunity Employer.
