Sr. Service Desk Technician

SMS Data Products Group, Inc.; Del Rio (TX); On-site; USD 55,000 - 90,000; Full time

Job summary

SMS Data Products Group, Inc. seeks a Sr. Service Desk Technician for the CCSD team at Lackland AFB in San Antonio, TX. You will provide end-user IT support, troubleshoot via ticketing systems, and maintain workstations with STIG compliance.

Responsibilities include remote desktop management, MAB requests, and support for AFSCI, NIPRNet, SIPRNet, NSANet, and Tier networks. DoD clearance required; US citizen preferred.

Qualifications

• Bachelor's degree in computer science or a related technical discipline; or equivalent combination of education, certifications or training.
• 5–8 years of directly related experience in Service Desk and support; classified networks a plus.
• Proficiency in Windows OS and Microsoft Office; Microsoft Active Directory.
• Experience supporting AFSCI, NIPRNet, SIPRNet, NSANet, and Tier networks.

Responsibilities

• Provide end-user IT support for hardware, software, network access and enterprise apps; troubleshoot using ticketing systems and remote tools.
• Install, configure, and maintain workstations and enterprise networks; ensure cybersecurity via STIG implementation and vulnerability management.
• Build equipment per latest images and perform on-site installs at user desktops.
• Remote Desktop Management for problem analysis and resolution.
• Handle Moves, Adds and Changes (MAB) for devices and apps, including port security requirements.
• Support Information Systems such as AFSCI, NIPRNet, SIPRNet, NSANet, and Tier networks.
• Install, support and maintain computer systems; respond to outages and ensure security measures.
• Adhere to IAVA, IAVB, and TCNO directives; maintain STIG compliance.

Skills

Windows operating systems

Microsoft Office

Active Directory

Troubleshooting

Remote support tools

Security best practices

Communication skills

Independent work

Team collaboration

Education

Bachelor's degree in computer science or related technical discipline

Equivalent combination of education, certifications or work experience

IAT-II: CompTIA Security+ CE

SSCP

HDI-CSR Certification

Tools

PowerShell

Power Automate

Job description

Role

SMS has an immediate opening for a Sr. Service Desk Technician on our Cryptologic and Cyber Systems Division (CCSD) 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. In this role, you will:

• Provide end-user IT support for hardware, software, network access, and enterprise applications; troubleshoot and resolve technical issues using ticketing systems and remote support tools.
• Install, configure, and maintain workstations and enterprise network systems while ensuring cybersecurity compliance through STIG implementation and vulnerability management.

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 when 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, Adds 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, including but not limited to, AFSCI, 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.

Required Qualifications

• Bachelor's degree in computer science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• 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, including but not limited to, AFSCI, 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 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

Certifications Required

• IAT-II: CompTIA Security+ CE, or SSCP
• HDI-CSR Certification - Commitment to obtain certification no later than 30 after hiring.

Clearance Required

• Must hold an active DoD TS/SCI clearance or a Top Secret with the ability to obtain a SCI.

Desired Qualifications

• Working familiarity with PowerShell
• Familiarity with the Microsoft Power Automate set of tools

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.