DoD-Secret Cleared Tier 1 IT Help Desk

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

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