Entry-Level IT Support Technician – Clearance Eligible

SMS Data Products Group, Inc.; Edwards (CA); Presencial; USD 54.000 - 62.000; Jornada completa

Descripción de la vacante

SMS Data Products Group, Inc. seeks a Tier I Technical Support Technician to support the ARTEMIS team at Edwards Air Force Base, CA.

You will diagnose and resolve hardware, software, and connectivity issues for 500+ personnel across secured environments, logging incidents in the ticketing system. This role supports Windows and Linux systems, provides onboarding/offboarding support, maintains service quality, and helps update knowledge bases while adhering to DoD security policies.

Formación

• A minimum of 2 years of experience in Windows system administration and/or technical support.
• High school diploma or equivalent.
• Familiarity with hardware troubleshooting for desktops, laptops, and peripherals.
• Experience using ticketing systems.
• Strong customer service, communication, and interpersonal skills.
• Ability to follow documented procedures and elevate issues appropriately.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word).
• Ability to obtain and maintain a DoD Secret Clearance or higher.

Responsabilidades

• Diagnose, troubleshoot, and resolve Tier I hardware, software, and connectivity issues in a timely and professional manner.
• Log, track, and manage incidents and service requests using the designated ticketing system (e.g. ServiceNow, Web Help Desk).
• Resolve common issues related to desktops, laptops, printers, mobile devices, peripherals, and standard applications.
• Follow established SOPs, scripts, and knowledge base articles to ensure consistent service delivery.
• Maintain a high level of customer service and clear communication with users regarding issue status and resolution.
• Support onboarding and offboarding activities by assisting with equipment setup and basic user configuration.
• Adhere to Cybersecurity, acceptable use, and data protection policies when supporting users.
• Contribute to knowledge base updates by documenting common issues and resolutions.
• Provide customer service with friendly, courteous, and professional oral and written communication.

Conocimientos

Windows system administration

Technical support

Customer service

Communication

Microsoft Office

Educación

High school diploma or equivalent

Herramientas

ServiceNow

Web Help Desk

SharePoint

Descripción del empleo

SMS Data Products Group, Inc. seeks a Tier I Technical Support Technician to support the ARTEMIS team at Edwards Air Force Base, CA.

You will diagnose and resolve hardware, software, and connectivity issues for 500+ personnel across secured environments, logging incidents in the ticketing system. This role supports Windows and Linux systems, provides onboarding/offboarding support, maintains service quality, and helps update knowledge bases while adhering to DoD security policies.