On-Site DoD IT Support Technician (Tier 1)

SMS Data Products Group, Inc.; Kirtland (NM); On-site; USD 60,000 - 85,000; Full time

Job summary

SMS Data Products Group, Inc. seeks a Tier 1 Client Support Technician to assist AFRL Phillips Research Site at Kirtland Air Force Base.

You will be the first contact for IT incidents, delivering courteous, professional support across Windows, Linux, and Apple systems, and documenting actions in approved ticketing tools. Ideal candidates bring 2+ years in IT support, familiarity with DoD security practice, and experience with ServiceNow and AD.

Qualifications

• Two or more years of IT helpdesk or desktop support experience.
• Experience with Windows, Linux, and macOS environments.
• Familiarity with DoD security requirements and government systems.
• Experience with IT service management platforms (ServiceNow, Remedy).
• Strong communication and documentation skills.

Responsibilities

• Serve as primary point of contact for IT incidents and requests.
• Provide courteous, professional technical assistance to AFRL personnel.
• Identify, troubleshoot, and resolve hardware, software, and connectivity problems.
• Create and document work orders in ServiceNow or approved systems.
• Coordinate with Tier 2/3 support and other teams to resolve issues.
• Maintain accurate ticket records and customer communications.
• Support workstation imaging, deployments, and endpoint maintenance.

Skills

Customer-focused

Documentation

Troubleshooting

Teamwork

Communication

Tools

ServiceNow

Remedy

Active Directory

CAC/PKI

VMware

Job description

SMS Data Products Group, Inc. seeks a Tier 1 Client Support Technician to assist AFRL Phillips Research Site at Kirtland Air Force Base.

You will be the first contact for IT incidents, delivering courteous, professional support across Windows, Linux, and Apple systems, and documenting actions in approved ticketing tools. Ideal candidates bring 2+ years in IT support, familiarity with DoD security practice, and experience with ServiceNow and AD.