Senior Service Desk Technician - Temporary

SMS Data Products Group, Inc.; Texas; On-site; USD 39,000 - 52,000; Full time

Job summary

SMS Data Products Group, Inc. is seeking a Senior Service Desk Technician for a temporary 60-day assignment at Lackland Air Force Base in San Antonio, TX.

The role supports the Cryptologic and Cyber Division by providing IT help desk services, remote desktop support, and desktop software/hardware assistance to authorized users. Candidates should have 5–8 years in service desk roles, a Bachelor's degree in computer science or related field, and certifications such as Security+ CE or SSCP.

Qualifications

• 5-8 years of directly related experience in Service Desk.
• Proficiency in Windows Operating Systems and Microsoft Office Products, Microsoft Active Directory.

Responsibilities

• Provide customer interface and handle requirements (accounts, email, Office apps, etc.).
• Manage service requests and ticketing; escalate when needed.
• Provide remote desktop support and hardware/software desk support.
• Install and configure standard hardware and software; build equipment to current images.
• Support MAB (Moves/Adds/Changes) for devices and apps; ensure security measures.

Skills

Communication skills

Independent work

Team collaboration

Interpersonal skills

Education

Bachelor's degree in computer science or related field

Tools

Windows OS

Microsoft Office

Active Directory

Job description

SMS has an immediate, but temporary opening for a Senior Service Desk Technician on our Cryptologic and Cyber Division (CCSD) Security team at our Lackland Air Force Base site in San Antonio, TX. Our team supports the CCSD by ensuring communications are secure and protected against Cyber threats while provide continuous access for authorized users. The Service Desk Technician responsibilities include technical support assistance, service request management, remote desktop management, self-help tools, Hardware (HW) and Software (SW) direct service desk support. This temporary assignment is project based and will last roughly 60 days.

Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com.

Job Responsibilities

• Help Desk - Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.

• Problem Resolution - Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the priority matrix, as identified in section 7, as an order to responding to service requests (e.g. trouble tickets).

• Core HW and SW - Support for common, standard user workstations, and associated software (standard/common configuration/build)

• Build equipment in accordance with latest SDC images and provide equipment install at user desktop.

• Remote Desktop Management - Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.

• Moves, Add's and Changes (MAB) requests - Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

• Information Systems Support - Provide support to the following information systems, to include but not limited to, JWICS, NIPRNet, SIPRNet, NSANet, and Tier networks.

• Systems Administration - Install, support, and maintain all computer systems. Plan and respond to service outages and diagnose software and hardware failures to resolution. Implement and ensure security preventive measures are fully functioning.

• Information Assurance Vulnerability Alerts (IAVA), Information Assurance Vulnerability Bulletins (IAVB), and Time Compliance Network Orders (TCNO)

• STIG Compliance - Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

Qualifications

• 5-8 years of directly related experience in Service Desk and support. Experience in supporting classified intelligence networks is a plus.

• Required: proficiency in Windows Operating Systems and Microsoft Office Products, Microsoft Active Directory...

• Information Systems Support - Provide support to the following information systems, to include but not limited to, JWICS, NIPRNet, SIPRNet, NSANet, and Tier networks.

• Systems Administration - Install, support, and maintain all computer systems. Plan and respond to service outages and diagnose software and hardware failures to resolution. Implement and ensure security preventive measures are fully functioning.

• Information Assurance Vulnerability Alerts (IAVA), Information Assurance Vulnerability Bulletins (IAVB), and Time Compliance Network Orders (TCNO)

• STIG Compliance - Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.

• Ability to work effectively independently as well as within a team environment

• Demonstrated a strong work ethic and ability and willingness to take on new challenges

• Good communication and interpersonal skills

• Ability to follow policies and procedures

• Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions

• Aptitude to address negative situations, and resolve them in a positive manner

Education and Certifications

• Bachelor's degree in computer science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

• IAT-II: Security+ CE, or SSCP

Clearance Requirement:

• Must hold an active DoD TS/SCI clearance. SMS will sponsor a current Top-Secret clearance to TS/SCI for the right candidate.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.