Helpdesk Analyst Mid

SMS is seeking an IT Helpdesk Analyst to join a talented team providing service to the Air Force 61st CS at LAAFB.

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!

• Working as part of an integrated government support team that is focused on the continued success of the 61^st BOS mission,  under general supervision in a consolidated call center / help desk environment
• Provide technical software and hardware problem resolution on personal computer systems supporting 4000+ users by performing routine service requests, software installations
• Problem diagnosis and resolution in accordance with contractual scope and timeliness requirements
• Clearly communicate technical solutions in a user-friendly in a professional, and courteous manner
• Provide one-on-one training to users as needed
• Accurately enter, code, and track issues (tickets) in accordance with established guidelines
• Refer (transfer) more complex problems to the appropriate 2^nd Tier support departments
• Perform related administrative and reporting requirement as required

• 2 years of experience (Plus 4 years’ experience in lieu of degree),  IAT-II Sec+ CE or similar
• Help Desk experience supporting DoD Customers, with the ability to manage cross-functional teams to resolve customer incidents or respond to customer inquiries
• Incident and Problem management
• Strong communication skills. Ability to work with other Team Leads and serve as the focal point for high priority outages. Ability to communicate with military and Government leadership and brief status for outages when requested.
• Must be proficient in speaking, reading, writing, and comprehending English. Demonstrated ability to lead others.
• DoD Secret security clearance or the ability to obtain an Interim DoD Secret clearance

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. 

SMS is an Equal Opportunity Employer.