Client Support Technician

SMS Data Products Group, Inc.•Albuquerque, NM

About The Position

SMS is looking for a Tier 1 Client Support Technician to join our team. In an environment consisting of Windows/Linux workstations, various networks, local and cloud applications, you’ll be responsible for providing rapid and accurate answers and information to customers via phone, email, and live chat. You’ll also be responsible for creating, updating, and closing out help desk tickets. We’re looking for someone with 2+ years of experience in a customer support role. You should have strong written and verbal communication skills and be able to work independently and/or as part of a team. Your ability to troubleshoot and resolve complex issues will contribute to your success as part of the team. If you’re a highly motivated and experienced Tier 1 Client Support Technician, we encourage you to apply! SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 45 years. 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.

Requirements

Active DoD Secret clearance required, or the ability to obtain an Interim Secret clearance
Minimum DoD 8570 IAT-II (Sec+ CE) certification required
2+ years of experience in a customer support role
strong written and verbal communication skills
be able to work independently and/or as part of a team
ability to troubleshoot and resolve complex issues

Responsibilities

Provide rapid and accurate answers and information to customers via phone, email, and live chat.
Soft skills should include patience, understanding, and the desire to help.
Installation and troubleshooting (In an unclassified/classified environment)
Windows operating system (Fresh and imaging)
Basic Networking
Cloud based applications (O365/Sharepoint/etc)
Microsoft Office suite
Printers and multi-function devices
Configuration and operational support of Apple iOS and other approved wireless broadband device types
Account Permissions/Provisioning
GOTS/COTS software
Opening, updating, closing ticketing system with detailed information (Remedy/ServiceNow)
Helpdesk and escalation processes and procedures into KBs
Internal leadership, immediate userbase, and external customer communications (Service portal/E-Mail/Chat agent)
Ability to impart technical information to non-technical members of the workforce
Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.