• C4 - Communications Focal Point Tech

    Job Locations US-NM-Albuquerque
    Job ID
    2018-2088
    # of Openings
    1
    Clearance Requirement
    S
    Education Requirement
    High School Diploma/GED
    Certifications
    Sec +
    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. 

    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 and 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.

    Responsibilities

    • Answer user calls 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 Support staff to ensure proper hand-off of tickets for prompt resolution
    • Maintains required documentation of Tier 1 processes and SOPs
    • Familiarity with Windows Operating system and Outlook email
    • Familiarity with creating/updating Remedy tickets is preferred

    Qualifications

    • Applicant must possess refined critical thinking skills
    • Should be a self-starter
    • May direct the activities of other team members
    • Should be diplomatic, able multi-task capable, adaptive to a dynamic environment, dependable and reliable. 
    • Secret clearance is required.
    • Minimum DoD 8570 IAT-II + CE certification required
    • Prior experience in a government consulting services environment is preferred.

     

    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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