IT Support Specialist

SMS is seeking a highly motivated, secret cleared and DoD 8140 certified (Sec+) (previously “8570”) IT Support Technician to join the 66^th Air Base Group/SC Directorate (Hanscom AFB) Client Service Center (CSC) Service Desk operations team to provide ITIL based, quality, timely and meaningful service delivery in support of 5600+ users on both unclassified and classified systems.

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.

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• Complies with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily
• As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems
• Comply with all ticket and call center metrics (measured in daily reports)
• Review tickets assigned daily and keep customers up to date on any and all changes
• Support client voice issues, to include VoIP and SIP services
• Staff “split / rotational” Client Service Center (Help Desk) phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs
• Conducts troubleshooting and repairs over the phone remotely utilizing Dameware, and in the office when a customer is able to bring the device in, and on-site with the customer when needed.
• Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions
• Using Unit Software License Management procedures, install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory
• Supports and complies with established IT procedures (team and client usage)
• Support classified NSA Type-1 encryption operations - may include COMSEC key installation/coordination processes, device configurations and/or troubleshooting
• Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)
• Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users
• Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs
• Contacts the customer organization point of contact to coordinate hardware maintenance when necessary
• Implements software patches and security fixes when it cannot be done using enterprise SCCM
• Support expanded / related IT project efforts as/if directed
• Install, configure, and troubleshoot multi-function devices and printers
• Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

SKILLS

• Windows Desktop Operating Systems (Windows 10)
• Working knowledge of Microsoft Active Directory
• Microsoft Office Products (O365/2016) Teams, Skype for Business, Outlook
• Ability to resolve issues quickly and efficiently to comply with metric requirements
• Proficient with computer, network and server hardware
• Strong troubleshooting skills on both hardware and software
• Leadership skills
• Strong customer service skills
• Strong written and verbal communication skills
• Self-motivated to work on behalf of the customer, the contract and section performance
• Ability to work in a team environment
• Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs

EDUCATION /WORK EXPERIENCE

• Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)
• CompTIA Security + certification - required (valid certification on day one of employment)
• Associates degree desired or 2 years of experience
• CompTIA A+, and CompTIA Network+ certifications desired
• ITIL certification desired

SMS is an Equal Opportunity Employer.