• C4 SMC Customer Support Technician (CST)

    Job Locations US-NM-Albuquerque
    Job ID
    # of Openings
    Clearance Requirement
    Education Requirement
    High School Diploma/GED
    Security +
    Experience 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 of incidents 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. 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.



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

    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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