IT Support Specialist

3 weeks ago


Los Angeles, California, United States SMS Data Products Group Full time
Job Summary:
Tier I Technical Support Specialist is responsible for providing customer support for hardware running Windows 10 or higher and delivering Tier I assistance via the Web Help Desk (WHD) ticketing system. The ideal candidate will have knowledge of IT concepts, basic troubleshooting skills, and experience in administering high-end hardware and scientific peripherals.

About Us:
SMS Data Products Group is a dynamic systems integrator established in 1976, delivering innovative solutions and services to support our customers' missions for over 47 years. Our ability to hire and retain quality people is proven through our employee retention rate averaging over 3 years. We place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013.

Responsibilities:
  • Provide Tier I software and network support and troubleshooting.
  • Analyze incident details, identify the root cause, and provide problem remediation.
  • Responsible for imaging computers.
  • Document problems with technical detail within the Web Help Desk ticketing system.
  • Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
  • Remotely or manually install software updates, apply STIG configurations, and security patches as required.
  • Provide customer service through friendly, courteous, and professional oral and written communication.
  • Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.


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