Enterprise Helpdesk Technician

SMS; Lincoln (NE); On-site; USD 50,000 - 80,000; Full time

Job summary

Join a dynamic systems integrator that has been delivering innovative solutions for over 47 years. This role offers the chance to support a 24/7 call center, providing crucial Tier II assistance while working with a dedicated team. You will engage in troubleshooting, diagnosing, and resolving IT incidents, ensuring customer satisfaction through effective communication. This position emphasizes the importance of documentation and adherence to best practices, making it ideal for those passionate about IT service management. Be part of a collaborative environment that values quality service and customer satisfaction.

Qualifications

• 3-5 years of experience in troubleshooting IT incidents in an enterprise environment.
• Proficiency with ticketing systems and documenting work.

Responsibilities

• Support a 24/7/365 call center providing Tier II support.
• Investigate and resolve issues at the lowest level.

Skills

Troubleshooting IT incidents

Customer service via phone and email

Ticketing systems proficiency

ITIL helpdesk methodologies

Knowledge base contribution

ACD call center systems

Education

Active IAT II certification

DoD Secret clearance

Tools

BMC Remedy

Job description

Overview

Operating on a small Tier II/III team supporting a 24/7/365 call center/helpdesk, this position assists the Tier I Field Assistance Services (FAS) teams within the USAF to investigate, diagnose, and resolve system and network incidents at their lowest level. All work is tracked in BMC Remedy, the AF EITSM system. As an Enterprise Tech on the team, you will meet contact and resolution requirements set by the customer based on ticket priority. Assistance is provided by OEMs, vendors, FERs, and SMEs as needed. Ownership is assigned as tickets move through the resolution process, ultimately returning to the FAS teams for final closure.

About SMS

SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing legacy infrastructure, ensuring operational efficiency, and designing secure environments, SMS supports mission goals with proficiency, quality, and integrity.

Founded in 1976, SMS has served the federal government for over 45 years, delivering talented teams and innovative, cost-effective solutions. Headquartered in McLean, Virginia, with offices nationwide. Visit www.sms.com for more information.

Responsibilities

• Work with a team of technicians to support a 24/7/365 call center providing Tier II support.
• Maintain a standard 8-hour shift, 5 days a week, with rotating weekend shifts and days off.
• Participate in shift open and close standups with the ARC Manager or designated technician.
• Utilize KANBAN boards for work sharing and technician utilization.
• Use BMC Remedy to document all work in a timely manner; if Remedy is unavailable, follow documented procedures for continuity.
• Investigate, diagnose, and resolve issues at the lowest level; escalate tickets to Tier III, OEMs, vendors, FERs, and SMEs as needed.
• Prioritize incidents based on urgency and impact; adjust priorities with organizational approval and proper justification.
• Contact customers within 30 minutes to 8 hours depending on incident priority.
• Identify technical resolutions within 1-3 days based on priority.
• Report all Priority 1 and 2 tickets immediately to the ARC Manager.
• Maintain and update the EITSM knowledge base to assist self-help efforts.
• Immediately document any delays outside the team's control.
• Perform root cause analysis and problem management tasks as assigned.
• Coordinate with teams handling obsolescence, duplication, IA, and ITF to ensure compliance.

Qualifications

• 3-5 years of experience troubleshooting, diagnosing, and resolving IT incidents in an enterprise environment.
• Experience in IT customer service via phone and email.
• Proficiency with ticketing systems and documenting work.
• Experience contributing to a knowledge base for future reference.
• Knowledge of ITIL helpdesk methodologies.
• Experience with ACD call center systems.

Certification

• Active IAT II certification required.

Security Clearance

• Active DoD Secret clearance or ability to obtain an Interim Secret clearance.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative solutions supporting our customers’ missions for over 47 years. We value quality service, customer satisfaction, and adhere to best practices, holding CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. Headquartered in McLean, VA, with nationwide operations.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.