Tier 1 IT Support Technician – On-Site (DoD)

SMS Data Products Group, Inc; Albuquerque (NM); On-site; USD 55,000 - 75,000; Full time

Job summary

SMS Data Products Group, Inc. seeks a Tier 1 Client Support Technician to support AFRL Phillips Research Site at Kirtland AFB, NM. The CST handles IT incidents, provides end-user assistance, and documents resolutions for a mixed Windows, Linux, and Apple environment.

Role requires strong customer service, methodical problem-solving, and adherence to DoD security procedures. On-site support and collaboration with Tier 2/3 teams are essential to keep critical missions operational.

Qualifications

• Two+ years in IT support, desktop support, helpdesk, or related role.
• Proficiency with Windows, Microsoft 365, hardware, and peripherals.
• Basic networking concepts (TCP/IP, DNS, DHCP) and ticketing systems.

Responsibilities

• Serve as primary contact for IT incidents and service requests via phone, email, Teams, or in person.
• Provide courteous, professional tech support to AFRL personnel.
• Troubleshoot hardware, software, and connectivity issues using approved procedures.
• Create and manage tickets in ServiceNow.
• Maintain accurate ticket records and provide timely updates.
• Coordinate with Tier 2/3 for complex issues.
• Support desktop, laptop, and peripheral devices; assist with deployments and imaging.

Skills

Windows OS knowledge

Microsoft 365

Customer service

Documentation

Communication

Multitasking

Tools

ServiceNow

Remedy

Active Directory

CAC/PKI

Job description

SMS Data Products Group, Inc. seeks a Tier 1 Client Support Technician to support AFRL Phillips Research Site at Kirtland AFB, NM. The CST handles IT incidents, provides end-user assistance, and documents resolutions for a mixed Windows, Linux, and Apple environment.

Role requires strong customer service, methodical problem-solving, and adherence to DoD security procedures. On-site support and collaboration with Tier 2/3 teams are essential to keep critical missions operational.