IT Customer Service Interface

SMS Data Products Group, Inc.

About The Position

The IT Customer Service Interface serves as the primary point of contact for all AFRL-W Rocket Lab customer, faculty, and staff technology support. This position is responsible for receiving and gathering the necessary information to document work orders to advance the completion of the request. Successful candidates will possess an enthusiasm and eagerness to provide a high level of customer service. 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 40 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

A minimum of one (1) year of experience in using Microsoft Office (Word, Excel, Outlook, etc.)
Familiarity with web browsers
Help Desk Institute Support Center Analyst (HDI-SCA) certified (or must able to obtain within 90-days)
HS Diploma or equivalent
Excellent written and verbal skills
Strong problem-solving ability
DoD Interim Secret clearance or higher

Responsibilities

Answer phone calls to IT Helpdesk extension
Manage walk-up requests for IT Helpdesk support
Monitor incoming IT Helpdesk support request emails
Document the problem with the technical detail(s) within the Web Help Desk ticket
Gather end user information
Research, diagnose, and troubleshoot basic customer problems
Document the problem and resolution in helpdesk ticketing system
Escalate problem(s) to Tier I for troubleshooting
Utilize remote support software to provide end user support
Create training and self-guided instructional materials for employees
Establish and maintain a reputation for excellence in customer support