Tier I Technical Support Technician

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

Job summary

SMS Data Products Group, Inc. is seeking a Tier I Technical Support Technician to join the ARTEMIS team at Edwards Air Force Base, CA. You will diagnose and resolve hardware, software, and connectivity issues, and log incidents in ServiceNow or Web Help Desk.

A minimum of 2 years in Windows administration or technical support, and the ability to obtain a DoD Secret Clearance or higher are required. Proficiency with Microsoft Office and SharePoint is expected, with CompTIA A+ or similar

Qualifications

• 2+ years of Windows system administration and/or technical support.
• Familiarity with hardware troubleshooting for desktops, laptops and peripherals.
• Experience using ticketing systems (e.g., ServiceNow, Web Help Desk).
• Strong customer service and communication skills; able to follow procedures.
• Must be able to obtain and maintain a DoD Secret Clearance or higher.

Responsibilities

• Diagnose, troubleshoot, and resolve Tier I hardware, software, and connectivity issues.
• Log, track, and manage incidents and service requests in the ticketing system.
• Resolve issues related to desktops, laptops, printers, and standard applications.
• Follow SOPs and knowledge base articles to ensure consistent service delivery.
• Maintain clear communication with users about issue status and resolution.
• Support onboarding/offboarding by assisting with equipment setup and user configuration.
• Adhere to Cybersecurity and data protection policies; contribute to knowledge base.
• Provide courteous, professional written and oral communication.

Skills

Customer service

Windows admin

Ticketing systems

Interpersonal skills

Problem solving

Education

High school diploma

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 escalated 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.