Client Support Technician

Sms-Data-Products-Group,-Inc; Albuquerque (NM); On-site; USD 42,000 - 62,000; Full time

Job summary

SMS DATA PRODUCTS GROUP, INC is seeking a Tier 1 Client Support Technician for our team at Kirtland AFB in Albuquerque, NM. The role focuses on delivering rapid, accurate customer support via phone, email, and live chat while handling tickets in Remedy/ServiceNow.

You will work in Windows/Linux environments, support cloud apps, and assist with printers and devices. A DoD clearance and HDI-CSR within 60 days are required, with a strong emphasis on clear communication and teamwork.

Qualifications

• 2+ years of experience in a customer support role.
• Strong written and verbal communication skills.
• Ability to troubleshoot and resolve complex issues.
• Capable of working independently or in a team.

Responsibilities

• Provide rapid and accurate answers via phone, email, and live chat.
• Install and troubleshoot in unclassified/classified environments.
• Support Windows OS and imaging processes.
• Assist with cloud apps such as O365/SharePoint.
• Configure printers and multi-function devices.
• Open, update, and close tickets with detailed notes in Remedy/ServiceNow.
• Explain technical information to non-technical users and coordinate hand-offs.

Skills

Customer Service

Verbal Communication

Written Communication

Troubleshooting

Team Collaboration

Tools

Remedy

ServiceNow

Microsoft Office

Job description

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SMS is looking for a Tier 1 Client Support Technician to join our team at Kirtland AFB in Albuquerque, NM. In an environment consisting of Windows/Linux workstations, various networks, local and cloud applications, you’ll be responsible for providing rapid and accurate answers and information to customers via phone, email, and live chat. You’ll also be responsible for creating, updating, and closing out help desk tickets.

We’re looking for someone with 2+ years of experience in a customer support role. You should have strong written and verbal communication skills and be able to work independently and/or as part of a team. Your ability to troubleshoot and resolve complex issues will contribute to your success as part of the team.

Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long‑term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. 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 .

Job Responsibilities

Customer Service

• Provide rapid and accurate answers and information to customers via phone, email, and live chat.


• Soft skills should include patience, understanding, and the desire to help.

Technical

• Installation and troubleshooting (In an unclassified/classified environment).


• Windows operating system (Fresh and imaging).

Basic Networking

• Cloud based applications (O365/SharePoint/etc.)


• Microsoft Office suite.

Printers and multi-function devices.

• Configuration and operational support of Apple iOS and other approved wireless broadband device types.


• Account Permissions/Provisioning.


• GOTS/COTS software.

Communication

• Opening, updating, closing ticketing system with detailed information (Remedy/ServiceNow).


• Helpdesk and escalation processes and procedures into KBs.


• Internal leadership, immediate userbase, and external customer communications (Service portal/E-Mail/Chat agent).


• Ability to impart technical information to non-technical members of the workforce


• Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.

Required Qualifications

• Active DoD Secret/DoE L clearance required


• HDI-CSR Required within 60 days of hire

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.