Tier I Technical Support Technician

SMS Data Products Group, Inc.; Edwards (CA); On-site; USD 54,000 - 62,000; Full time

Job summary

SMS Data Products Group, Inc. seeks a Tier I Technical Support Technician to support the ARTEMIS team at Edwards Air Force Base, CA.

You will diagnose and resolve hardware, software, and connectivity issues for 500+ personnel across secured environments, logging incidents in the ticketing system. This role supports Windows and Linux systems, provides onboarding/offboarding support, maintains service quality, and helps update knowledge bases while adhering to DoD security policies.

Qualifications

• A minimum of 2 years of experience in Windows system administration and/or technical support.
• High school diploma or equivalent.
• Familiarity with hardware troubleshooting for desktops, laptops, and peripherals.
• Experience using ticketing systems.
• Strong customer service, communication, and interpersonal skills.
• Ability to follow documented procedures and elevate issues appropriately.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word).
• Ability to obtain and maintain a DoD Secret Clearance or higher.

Responsibilities

• Diagnose, troubleshoot, and resolve Tier I hardware, software, and connectivity issues in a timely and professional manner.
• Log, track, and manage incidents and service requests using the designated ticketing system (e.g. ServiceNow, Web Help Desk).
• Resolve common issues related to desktops, laptops, printers, mobile devices, peripherals, and standard applications.
• Follow established SOPs, scripts, and knowledge base articles to ensure consistent service delivery.
• Maintain a high level of customer service and clear communication with users regarding issue status and resolution.
• Support onboarding and offboarding activities by assisting with equipment setup and basic user configuration.
• Adhere to Cybersecurity, acceptable use, and data protection policies when supporting users.
• Contribute to knowledge base updates by documenting common issues and resolutions.
• Provide customer service with friendly, courteous, and professional oral and written communication.

Skills

Windows system administration

Technical support

Customer service

Communication

Microsoft Office

Education

High school diploma or equivalent

Tools

ServiceNow

Web Help Desk

SharePoint

Job description

SMS is looking for a Tier I Technical Support Technician 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.

Job Responsibilities

• Diagnose, troubleshoot, and resolve Tier I hardware, software, and connectivity issues in a timely and professional manner.
• Log, track, and manage incidents and service requests using the designated ticketing system (e.g. ServiceNow, Web Help Desk).
• Resolve common issues related to desktops, laptops, printers, mobile devices, peripherals, and standard applications.
• Follow established SOPs, scripts, and knowledge base articles to ensure consistent service delivery.
• Maintain a high level of customer service and clear communication with users regarding issue status and resolution.
• Support onboarding and offboarding activities by assisting with equipment setup and basic user configuration.
• Adhere to Cybersecurity, acceptable use, and data protection policies when supporting users.
• Contribute to knowledge base updates by documenting common issues and resolutions.
• Provide customer service with friendly, courteous, and professional oral and written communication.

Required Qualifications

• A minimum of 2 years of experience in Windows system administration and/or technical support.
• High school diploma or equivalent.
• Familiarity with hardware troubleshooting for desktops, laptops, and peripherals.
• Experience using ticketing systems.
• Strong customer service, communication, and interpersonal skills.
• Ability to follow documented procedures and elevate issues appropriately.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word).
• Ability to obtain and maintain a DoD Secret Clearance or higher.

Desired Qualifications

• CompTIA A+CE or similar entry-level IT certification.
• Help Desk Institute-SCA certification.
• Familiarity with Active Directory, account management, and basic networking concepts.
• Experience contributing to knowledge management or SOP documentation.
• Strong troubleshooting aptitude and willingness to learn.

Salary Range - $54,000 - 62,000

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.

Req # 2026-5629