Client Support Technician

SMS Data Products Group, Inc.; Albuquerque (NM); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Client Support Technician for a Tier 1 service desk role at Kirtland Air Force Base in Albuquerque, NM. The ideal candidate will provide IT support, manage help desk tickets, and ensure customer satisfaction through effective communication and problem-solving skills. This position requires a strong IT background, adaptability, and the ability to work collaboratively in a dynamic environment.

Qualifications

• Experience in government consulting preferred.
• Valid driver’s license and ability to operate a vehicle.
• Active DoD Secret clearance or ability to obtain one.

Responsibilities

• Answer calls, emails, and trouble tickets to support users.
• Create, update, and close help desk tickets.
• Support hardware troubleshooting and asset management.

Skills

Critical thinking

Team leadership

Education

CompTIA Security+ CE certification

Tools

Microsoft Office

Remedy tickets

Job description

Join to apply for the Client Support Technician role at SMS Data Products Group, Inc.

Seeking a Client 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 incidents in the ticketing system, and providing customers with rapid and accurate answers and information. The ideal candidate should have an IT background to assist customers in troubleshooting and resolving problems. Excellent written and verbal communication skills, the ability to interface well with customers at various levels of seniority, and experience in tracking and auditing IT assets are essential. Adaptability to diverse environments and collaborative work in a dynamic team setting are also required.

As a systems integrator, SMS offers solutions in engineering, cybersecurity, and digital transformation, supporting federal government missions since 1976. Headquartered in McLean, Virginia, with offices nationwide, SMS emphasizes quality, customer satisfaction, and compliance with industry standards.

Responsibilities

• Answer calls, emails, and trouble tickets to support users with their IT equipment or needs.
• Create, update, and close help desk tickets.
• Coordinate with Tier 1 and Tier II support staff for ticket resolution and escalation.
• Maintain documentation of support processes and SOPs.
• Support Windows OS, Microsoft Office, Remedy tickets, printers, video conferencing, Apple iOS devices, and network permissions.
• Support hardware troubleshooting, imaging, and asset management.
• Learn and support new software and hardware as needed.

Qualifications

• Strong critical thinking, self-starting attitude, and team leadership skills.
• Experience in government consulting is preferred.
• Physical ability to perform tasks such as lifting up to 30 lbs., working at heights, and operating various equipment.
• Valid driver’s license and ability to operate a vehicle.
• Active DoD Secret clearance or ability to obtain one.
• Minimum CompTIA Security+ CE certification.