Client Support Technician

SMS Data Products Group, Inc.•Albuquerque, NM

About The Position

This Tier 1 service desk position is 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. As a dynamic systems integrator, SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity. 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. Submit your resume today!

Requirements

Applicant must possess refined critical thinking skills, should be a self-starter, should be diplomatic, multi-task capable, adaptive to a dynamic environment, and should be dependable and reliable.
Ability to interface well with customers at various levels of seniority in a variety of different fields is essential
Excellent written and verbal communication skills
Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting
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 clearance.
Minimum DoD 8570/8140 IAT-I + CE certification required.

Nice To Haves

Prior experience in a government consulting services environment is preferred.
This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes.

Responsibilities

Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
Creates, updates and closes out help desk tickets
Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
Maintains required documentation of Tier 1 processes and SOPs
Familiarity with Windows Operating system and Microsoft Office Suite
Create and update Service Now tickets
Familiarity with troubleshooting printers and multi-function devices
Familiarity with the setup of Video Teleconferencing systems
Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
Familiarity with Account Permissions/Provisioning
Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
Adaptability in learning and supporting new software