Tier 1 Technical Support

SMS Data Products Group, Inc.; Edwards (CA); On-site; USD 52,000 - 70,000; Full time

Job summary

SMS is seeking a Tier I Technical Support specialist to support the ARTEMIS team at Edwards AFB, CA. The role covers Service Desk, Windows/Linux administration, SQL, cybersecurity RMF, SharePoint, and related IT duties for AFRL operations.

Two years of Windows admin/tech support experience are required, along with DoD interim secret clearance or the ability to obtain one. Certifications such as MD-102, CompTIA A+, and Security+ are preferred.

Qualifications

• Minimum of two years experience in Windows system administration and/or technical support.
• Knowledge and experience in a Windows OS environment.
• Experience administering high-end hardware and scientific peripherals.

Responsibilities

• Provide Tier I software and network support and troubleshooting.
• Analyze incident details, identify root cause, and provide remediation.
• Imaging computers.
• Document problems with technical detail in the Web Help Desk system.
• Escalate problems to Tier II technicians for deeper troubleshooting.
• Remotely or manually install software updates and apply STIG configurations and security patches.
• Deliver professional customer service via oral and written communication.
• Deploy desktop workstations and laptops across the AFRL Rocket Lab.

Skills

Windows administration

Technical support

Security clearance

Education

MD-102 Windows Endpoint Administrator Associate

CompTIA A+ 220-1101/1102

DOD 8140 IAT-II (CompTIA Security+CE)

HDI-SCA certification

DoD Interim Secret clearance or higher

Job description

SMS is looking for a Tier I Technical Support to support our ARTEMIS team. ARTEMIS VI provides comprehensive Information Technology support services to the Air Force Research Laboratory (AFRL) at Edwards Air Force Base, California. The team supports more than 500 personnel across both classified and unclassified research environments, ensuring the availability, security, and reliability of critical IT systems that enable the AFRL mission.

The contract includes a wide range of technical and administrative support functions, including Service Desk operations, Windows and Linux systems administration, SQL database administration, cybersecurity and Risk Management Framework (RMF) support, software management and testing, SharePoint administration, field services, telecommunications support, video teleconferencing (VTC), knowledge management, and process improvement initiatives.

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.

Submit your resume today!

Job Responsibilities

• Provide Tier I software and network support and troubleshooting.
• Analyze incident(s) details, identify the root cause, and provide problem remediation.
• Responsible for imaging computers.
• Document problems with the technical detail(s) within the Web Help Desk ticketing system.
• Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
• Remotely or manually install software updates, apply STIG configurations and security patches as required.
• Provide customer service through the use of friendly, courteous, and professional oral and written communication.
• Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.

Required Qualifications

• A minimum of two (2) years of experience in Windows system administration and/or technical support.
• Knowledge and experience in a Windows Operating System environment.
• Experience in administering high-end hardware and scientific peripherals.
• MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
• DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
• HDI-SCA certification preferred.
• DoD Interim Secret security clearance or higher or the ability to obtain one.

Equal Opportunity Employer

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.