• C4 - Kirtland Helpdesk Lead

    Job Locations US-NM-Albuquerque
    Job ID
    2018-2011
    # of Openings
    1
    Clearance Requirement
    S
    Education Requirement
    Bachelor's Degree
    Certifications
    CompTia Security+ CE
    Experience Level
    Mid-level
    8570 Compliant
    IAT 2
  • Overview

    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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    Responsibilities

    This position is responsible for leading the Communications Focal Point (CFP) at Kirtland AFB in support of customers of the 377th Communications Division.

     

    Essential Functions:

    • Provides technical support, direction, supervision and leadership to members of the CFP team. Responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of hiring/firing, assigning/prioritizing work, setting expectations, and performance management
    • Provide single Point-of-Contact for Customer Support via phone, email and chat
    • Provide competent friendly customer support on each interaction
    • Transfer out of scope service requests to appropriate support organizations
    • Use the knowledge base on customer interactions
    • Log and categorize reported problems
    • Monitor and track problems until resolved
    • Provide updates/status to users
    • Resolve problems within contractual defined service levels agreements
    • Escalate unresolved problems to designated support organizations
    • Maintain and update knowledge base with missing problem resolution information
    • Server as Subject Matter Expert to peer technicians (Tier I & II)
    • Respond to incoming phone calls, chat, and email from other Help Desk Technicians in a positive and professional manner
    • Screen, refer and diagnose internal inquiries and work requests as they relate to maintenance of personal computers and related systems
    • Provide end-user software troubleshooting and support and training to peer Technicians.
    • Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions
    • Participate in the administration of e-mail system support and problem resolution
    • Provide phone and help-desk support for local and off-site users using remote desktop access as indicated by problem resolution protocol
    • Provide guidance and work leadership to less-experienced technicians
    • Maintain current and develop future knowledge of relevant technologies
    • Participate in special projects as required
    • Function in the Help Desk Call Center with other colleagues in a fast-paced, customer centric work environment
    • Document and track all calls through Kirtland’s ticket resolution/customer relations management system
    • Support special projects, services, and other assignments as needed
    • Responds to emergencies on a 24/7 basis

    Qualifications

    Minimum Position Requirements:

     

    Three to eight years of experience working in a help desk organization and managing a help desk team.

     

    Experience in the analysis, installation, administration, and troubleshooting of all aspects of a client/server data network including multi-facility client/server network and system administration and support. Experience should include IT ticketing and request systems, ITIL certification and best practices methodologies.

     

    • Experience with enterprise class desktop software such as Windows 7/10, antivirus, remote management and troubleshooting, asset management and inventory, printing and call centers.
    • Understanding of Microsoft Windows Active Directory environment for a large enterprise for managing user/computer accounts, permissions, and groups.
    • Knowledge of Microsoft Office product suite to include Outlook in a Microsoft Exchange server environment.
    • Knowledge of portable technologies such as laptops, tablets, cell phones (iPhones), and PDA’s.
    • Experience with BMC Remedy ticketing system, running reports, and the use of incident and change request modules.
    • A strong foundation in networking to include IPv4 & IPv6, DHCP, and DNS.

     

    Education/Certifications: 

    • Bachelor’s degree preferred, experience can be used as replacement if necessary; high school diploma if no higher education
    • ITIL Foundation v3 certification is preferred.
    • DoD 8570 IAT-II  (CompTia Security+ CE) required within three months of hire.
    • Must be a US citizen and possess, or be able to obtain, a SECRET security clearance.

     

     

    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.  

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