Communication Focal Point Technician

SMS Data Products Group, Inc.; Albuquerque (NM); On-site; USD 60,000 - 80,000; Full time

Job summary

SMS Data Products Group, Inc. is seeking an IT support professional to answer calls, review incidents in ticketing systems, and route tickets efficiently for military and enterprise environments.

The role requires interfacing with customers at various levels, coordinating with Tier 1–III teams, and maintaining documentation while supporting Windows, AD, and Apple iOS devices. A Secret clearance and DoD 8570/8140 certification are required.

Qualifications

• Refined critical-thinking skills with a self-starting, multi-task capability.
• Prior experience in a government consulting services environment preferred.
• Physical ability to walk, bend, lift up to 30 lbs, and work at heights.
• Ability to operate network test equipment and AV gear.
• Must possess Secret clearance.
• DoD 8570/8140 IAT-I CE certification is required.
• Must have a valid state driver’s license.

Responsibilities

• Coordinate with outside agencies to ensure local task compliance.
• Identify and report local issues to external agencies with leadership input.
• Perform routine checks of projects to ensure deadlines.
• Collaborate with Tier 1–III staff for proper ticket hand‑offs and escalations.
• Create and route Enterprise information to local Kirtland AFB contacts.
• Create, update, route, and close tickets in the Air Force Remedy ITSM.
• Maintain documentation and SOPs per program guidance.
• Familiarity with Windows OS and Microsoft Office Suite.
• Familiarity with implementing/maintaining Apple iOS and other wireless devices.
• Experience with Active Directory account provisioning.
• Experience in hardware support and imaging of classified and unclassified systems.
• Ability to learn and support new software.
• Organize and coordinate user appointments.
• Document and archive records according to program guidance.

Skills

Critical thinking

Self-starter

Team collaboration

Adaptability

Dependable

Government consulting experience

Secret clearance

Driver's license

Education

DoD 8570/8140 IAT-I + CE certification

Tools

Remedy ITSM

Windows OS

Microsoft Office

Active Directory

Apple iOS devices

Job description

This position is responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed. Provides customers and enterprise teams with rapid and accurate data, answers, and information. Performs project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements. Requires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization. Experience 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. Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.

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.

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Job Responsibilities

• Works with outside agencies to ensure local level compliance with required tasks.
• Works with local leadership and contacts to identify and report local issues to outside agencies.
• Routine checks of projects and tasks to ensure deadline compliance.
• Works with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand‑off of tickets for prompt resolution and escalation if needed.
• Creates, updates, and routes Enterprise provided information to local Kirtland AFB contacts.
• Creates, updates, routes, and closes help desk tickets in the Air Force Remedy ITSM.
• Creates and maintains process documentation and standard operating procedures.
• Familiarity with Windows Operating systems and the Microsoft Office Suite.
• Familiarity with creating/updating tickets in the Air Force Remedy ITSM preferred.
• Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.
• Familiarity with Active Directory account permissions and provisioning.
• Experience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.
• Ability to learn and support new software.
• Experience in organizing and coordinating user appointments.
• Creates, maintains, records, and archives documentation in accordance with documented program guidance.

Required Qualifications

• Applicant must possess refined critical‑thinking skills, 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.
• Prior experience in a government consulting services environment is preferred.
• The physical demands associated with this position include walking, bending over, stooping, lifting, and carrying heavy materials and objects (up to 30 lbs.). Must be able to work at heights from a ladder to reach cables and devices installed in ceilings and hard-to‑reach places.
• Must be able to operate network test equipment, AV equipment, and use power tools.
• Secret clearance is required.
• Minimum DoD 8570/8140 IAT‑I + CE certification required.
• Must possess a valid state driver’s license and be capable of operating a motor vehicle.

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.