Tier I Technical Support, Client Support

Job Locations US-CA
Job ID
2022-4041
# of Openings
1
Clearance Requirement
S
Education Requirement
High School Diploma/GED
Certifications
Security+ / IAT II
Experience Level
Junior

Overview

SMS is seeking a Client Support Technician to provide AFRL-W Rocket Lab with Tier I Technical Support by delivering customer support for hardware running Windows 10 or higher. 

 

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!

Responsibilities

  • Provide Tier I customer service and problem remediation via the Web Help Desk (WHD) ticketing system.  Tier I support requires knowledge of IT concepts and more than basic troubleshooting skills gained through experience, certification, and formal training.
  • Provide Tier I software and network support and troubleshooting
  • Analyze incident(s) details, identify the root cause, and provide problem remediation
  • Responsible for imaging
  • Document problems with the technical detail(s) within the Web Help Desk ticket
  • Escalate problem(s) to Tier II for intermediate level troubleshooting
  • Remotely or manually install software updates, apply STIG configurations and security patches as required
  • Provide customer service through the use of friendly, courteous, and professional oral and written communication
  • Deploy desktop workstations and laptops throughout AFRL

Qualifications

  • A minimum of two (2) years of experience in Windows system administration and/or technical support
  • Knowledge and experience in a Windows OS environment
  • Experience in administering high-end hardware and scientific peripherals
  • Microsoft Certified Professional (or Technology Specialist) certification (or training) for Microsoft Windows 10 (or higher)
  • DOD 8140 IAT-II certification (CompTIA Security+)

 

SMS is an Equal Opportunity Employer. 

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