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EITSD - Desktop Support Engineer (Tier III)

EITSD - Desktop Support Engineer (Tier III)

Job ID 
# of Openings 
Job Locations 
US-VA-Crystal City
Clearance Requirement 
Education Requirement 
Bachelor's Degree
Sec+ and Computing Environment Cert (windows, linux, vmware)
Experience Level 
8570 Compliant 

More information about this job


SMS is a fast growing, veteran-owned business that's has supported Federal Government's IT initiatives for over four decades.  We work side-by-side with our Federal clients as a trusted, long-term partner to offer innovative advice and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes. The SMS advantage in management and technology consulting includes deep domain expertise in complex networking design and unifying communities of interest. 


We have strong capabilities in design & build, planning, governance, quality management, security, analytics, virtualization, operations and business process improvement. For 40 years, SMS has brought customer satisfaction to Federal clients and formed lasting alliances with leading technology companies and talented small businesses to deliver joint, leading-edge, cost-effective services and products. 

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Provide expert advice and counsel to assigned functional/user area managers and project teams for complex systems, often crossing functional lines.  This role will be responsible for the management of user endpoints/applications and provide third level customer support. This role will investigate, troubleshoot and solve complex desktop support issues and work to improve the overall end user experience. Coordinates work on subsystems.  Oversees the integration of new applications with established systems and files. 


Confers with assigned systems users and evaluates utilization to identify requirements modifications which will facilitate integration, increase efficiency and/or reduce costs; investigates new procedures, equipment and operating systems to determine their usefulness and applicability to operations.  Assists systems management in developing systems analysis standards and provides consultative direction to applications programmers, systems software engineers, computer center operations and user personnel in the planning and scheduling of systems projects which cross functional lines.





Requires a minimum of 5 years’ experience in Desktop Support Engineer role or related position. Minimum three years working as part of a 2nd or 3rd level support team or equivalent, preferably supporting clients in large enterprise environments.


Requires knowledge of the principles, methods, and techniques used in all phases of the engineering, application, and development of multiple operating systems. Knowledge of or certification in specific applications or processes may be required, depending on job assignment.


Proficient understanding of various infrastructure technologies such as WAN/LAN, TCIPIP, DHCP, DNS, VPN, Mac and Windows Server operating systems. Understanding and use of programming languages such as python or PowerShell. Exceptional customer service skills with the ability to work with on/off-premise clients, and the ability to meet project deliverables with minimal user disruption. Strong verbal communication, written communication, analytical, and organizational skills. Understand and use of a ticketing service management platform (i.e. Remedy, other ITSM products)



  • Provide third level support for key technologies such as: Windows OS, Mac OS, Active Directory, Distributed File System namespaces (DFS) and Group Policy.
  • Actively support and maintain the environments for our standard desktop products, including Endpoint Protection, SCCM, and Active Directory/GPO.
  • Resolve complex technical issues that will require partnering with other technology teams and vendors to provide solutions and identify root cause.
  • Write and maintain technical documentation for the knowledge base that will be used by level 1 & 2 support.
  • Collaborate with vendors and engineering teams to provide support, streamline processes, and enhance the overall end user experience.
  • Provide input into change management based on inquiries coming through the help desk & perform associated administration and configuration changes.
  • Participate in incident, problem and emergency response process; and assist in incident management
  • Receive system alerts, remediate, and notify project team/stakeholders



 Bachelor's Degree in information technology, computer science, software engineering, cybersecurity, or a related field or equivalent experience.


DoD 8570 compliant (possess CompTIA SECURITY + certification or higher and a computing environment certification [Windows | Linux | VMware].




SMS is an Equal Opportunity Employer. 


SMS is a veteran-owned network integrator established in 1976.  With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees.