Client Support Technician

SMS is seeking a Client Support Technician to work on the C4 contact at Kirtland Air Force Base. This position is at our Tier 1 Service Desk and responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers/information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.

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 .

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Job Responsibilities

• Provide Tier 1 technical support to end users by responding to phone calls, emails, and help desk tickets related to IT equipment, applications, connectivity, and other technical needs.
• Create, update, document, and close ServiceNow help desk tickets in accordance with established procedures and service-level expectations.
• Collaborate with Tier 1 and Tier 2 support personnel to ensure effective ticket handoffs, timely resolution, and appropriate escalation of technical issues.
• Maintain accurate and current documentation for Tier 1 support processes, procedures, and Standard Operating Procedures (SOPs).
• Troubleshoot and provide technical support for Windows operating systems and Microsoft Office applications.
• Provide troubleshooting and operational support for printers, multifunction devices, and other standard IT peripherals.
• Assist with the setup, configuration, and troubleshooting of video teleconferencing (VTC) systems and related equipment.
• Configure and provide operational support for Apple iOS devices and other approved wireless broadband devices.
• Support user account provisioning, permissions, access requests, and related account management activities.
• Perform computer hardware troubleshooting, configuration, imaging, and maintenance for both classified and unclassified systems in accordance with established security and operational requirements.
• Learn, adapt to, and provide support for new software applications, technologies, and IT tools as requirements evolve.
• Apply strong critical-thinking and problem-solving skills to diagnose issues, identify appropriate solutions, and prioritize competing tasks in a dynamic environment.
• Demonstrate initiative, dependability, adaptability, professionalism, and sound judgment while working independently and as part of a collaborative technical support team.
• Build and maintain effective working relationships with customers and users at varying levels of seniority and across diverse technical and professional environments.
• Communicate clearly and professionally, both verbally and in writing, with customers, team members, and other stakeholders.
• Work effectively in diverse environments and collaborate with cross-functional teams to meet customer and organizational support requirements.
• Prior experience supporting customers in a government or government consulting services environment is preferred.
• Participate in an occasional after-hours emergency response as required. Employees in this position must provide a personal mobile phone number for emergency contact purposes.

Required Qualifications

• Valid state driver's license required and capable of operating a motor vehicle.
• DoD Secret clearance is required or the ability to obtain an Interim Secret clearance.
• Minimum DoD 8570/8140 IAT-I + CE certification required.
• Prefer HDI CSR certification, but can obtain within 30 days of hire

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.