Tier 1 Technical Support

SMS Data Products Group, Inc.; Edwards Air Force Base (CA); On-site; USD 54,000 - 74,000; Full time

Job summary

SMS is seeking a Tier I Technical Support specialist to back the ARTEMIS team at Edwards Air Force Base, CA. You will deliver frontline IT support across Windows and Linux environments to ensure availability, security, and reliability of critical systems for the AFRL mission.

Responsibilities include imaging, incident analysis, software updates, and documenting issues. A minimum of 2 years' Windows administration or support and DoD security clearance or ability to obtain is preferred.

Qualifications

• At least two years of Windows system administration or technical support experience.
• Experience in a Windows OS environment and with hardware peripherals.
• Relevant certifications preferred (A+, MD-102, Security+ etc.).
• DoD 8140 IAT-II or higher (Security+ CE) preferred; HDI-SCA preferred.
• DoD Interim Secret security clearance or ability to obtain.

Responsibilities

• Provide Tier I software and network support and troubleshooting.
• Analyze incident details, identify root cause, and remediate.
• Image computers and document problems in ticketing system.
• Escalate to Tier II for more advanced issues.
• Install software updates, apply STIGs and patches as required.
• Deliver professional customer service and clear communication.
• Deploy desktops and laptops to AFRL Rocket Lab.

Skills

Windows system administration

Troubleshooting

Customer service

Documentation

Education

MD-102 (Microsoft Windows Endpoint Administrator Associate)

CompTIA A+ 220-1101/1102

DoD 8140 IAT-II (CompTIA Security+ CE)

HDI-SCA certification

DoD Interim Secret security clearance or higher

Tools

Windows

Linux

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.

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.