Client Support Technician

SMS Data Products Group, Inc.; Albuquerque (NM); On-site; USD 42,000 - 56,000; Full time

Job summary

SMS Data Products Group, Inc. is seeking a Tier 1 Service Desk Technician to provide frontline IT support, handling calls, emails, and tickets with accuracy and speed. The role requires an IT background to troubleshoot issues and resolve problems, while meeting SLAs with customers across diverse fields.

The position emphasizes communication skills, adaptability, and teamwork in a dynamic environment. DoD clearance or the ability to obtain Interim Secret clearance is required, along with IAT-I CE

Qualifications

• Refined critical thinking and self-motivation; able to work independently and in a team.
• Excellent written and verbal communication abilities.
• Willingness to adapt to diverse environments and collaborate in a dynamic setting.
• Experience in a government consulting services environment is preferred.
• Occasional after-hours call-ins may occur; personal cell phone contact is required.
• Must possess a valid state driver’s license and be able to operate a vehicle.
• DoD clearance or ability to obtain Interim Secret clearance is required.

Responsibilities

• Answer user calls, emails, and trouble tickets to provide general user support.
• Create, update, and close out help desk tickets in the ticketing system.
• Coordinate with Tier II staff for escalation and hand-offs when needed.
• Maintain documentation of Tier 1 processes and SOPs.
• Familiarity with Windows OS, Microsoft Office, and ServiceNow ticketing.
• Troubleshoot printers, multi-function devices, and video conferencing systems.
• Support configuration and operation of Apple iOS and approved wireless devices.
• Assist with account provisioning and hardware imaging for classified/unclassified systems.
• Learn and support new software tools as needed.

Skills

Critical thinking

Self-starter

Diplomatic

Multi-tasking

Dependable

Written communication

Verbal communication

Team collaboration

Education

DoD 8570/8140 IAT-I + CE certification

Tools

ServiceNow

Windows OS

Microsoft Office

Printer troubleshooting

Video Teleconferencing systems

Job description

The Tier 1 Service Desk Technician is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers/information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. 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. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

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.

Job 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
• Create and update Service Now tickets
• 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

Required Qualifications

• Applicant must possess refined critical thinking skills, should be a self-starter, should be diplomatic, multi-task capable, adaptive to a dynamic environment, and should be dependable and reliable.
• Ability to interface well with customers at various levels of seniority in a variety of different fields is essential
• Excellent written and verbal communication skills
• Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting
• Prior experience in a government consulting services environment is preferred.
• This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes.
• Valid state driver's license required and capable of operating a motor vehicle.
• DoD Secret clearance is required or the ability to obtain an Interim Secret clearance.
• Minimum DoD 8570/8140 IAT-I + CE certification required.

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.