Enterprise Helpdesk Technician, Jr

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

Job summary

An established industry player is seeking a dedicated Enterprise Tech to join their dynamic Tier II support team. This role involves assisting with the investigation, diagnosis, and resolution of IT incidents within a 24/7 call center environment. You will utilize your expertise in troubleshooting and customer service to ensure swift incident resolution while maintaining high standards of documentation in BMC Remedy. If you have a passion for technology and a commitment to excellence, this opportunity offers a chance to contribute to meaningful projects that support federal government operations.

Qualifications

• 3-5 years of experience in troubleshooting IT incidents.
• Experience with ITIL methodologies and ticketing systems.

Responsibilities

• Support a 24/7 call center providing Tier II support.
• Investigate and resolve IT incidents at the lowest level.
• Document all work performed using BMC Remedy.

Skills

Troubleshooting IT incidents

Customer service via phone and email

Experience with ticketing systems

Knowledge base contribution

ITIL helpdesk methodologies

ACD call center system

Tools

BMC Remedy

Job description

Overview

Operating within 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, you will meet contact and resolution requirements set by the customer based on ticket priority. Assistance will be provided by OEMs, vendors, FERs, and SMEs as needed. Ownership is assigned as tickets progress through the resolution process, ultimately returning to the FAS teams for 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 business and mission goals with proficiency, quality, and integrity.

Serving the federal government since 1976, SMS delivers talented teams and innovative, cost-effective solutions. Headquartered in McLean, Virginia, with offices nationwide, more information can be found at www.sms.com.

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, with rotating weekend shifts and days off as necessary.
• Participate in shift open and close standups with the ARC Manager or designated technician.
• Use KANBAN boards for work sharing and technician utilization.
• Utilize BMC Remedy to document all work performed on incidents and projects promptly. If Remedy is unavailable, use documented procedures for updates.
• Investigate, diagnose, and resolve issues at the lowest level, escalating to Tier III technicians, OEMs, vendors, FERs, and SMEs as needed.
• Prioritize incidents based on urgency and impact, with organizational approval for changes, justified to and approved by the Tier I team.
• Contact customers within 30 minutes to 8 hours of incident assignment, depending on priority.
• Resolve technical issues within 1-3 days, depending on priority.
• Report all Priority 1 and 2 tickets immediately to the ARC Manager.
• Maintain and update the EITSM knowledge base to facilitate self-help for customers and team members.
• Immediately document any delays outside the team's control.
• Perform problem management tasks to identify root causes when common symptoms recur across systems.
• Coordinate with obsolescence, duplication, IA, and ITF teams as required to ensure compliance.

Qualifications

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

Certifications

• Active IAT II certification required.

Security Clearance

• Must have an active DoD Secret security clearance or the ability to obtain an Interim Secret clearance.