Helpdesk Specialist II

SMS is looking for a highly motivated self-starter to join our Service Desk team at Randolph AFB supporting the Air Education and Training Command Wireless Program Management Office. Our team provides help desk support to the deployment of commercial Learning Wi-Fi, supporting the commands efforts to coordinate and satisfy customer’s Base Information Transport Infrastructure (BITI), GuestNet and Long Term Evolution (LTE) wireless requirements.

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. 

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• Possess Information Assurance Technical (IAT) Level II Certification Be able to support working nonstandard/flex duty
• Answer phones in a cordial manner, dealing with customers in an appropriate manner while solving their problems at the lowest
• Utilize ITIL principles in accordance designate processes for the AETC Automated Service Desk (AASD) (e.g. - Incident, Service, Problem, authorized schedule interruptions-ASI)
• Utilize the government trouble ticketing system in place to provide and request quality updates; quality being denoted by an informative message not just a simple nothing significant to report "NSTR"-style
• Track and regularly report anomalous events/trends to government department representatives
• Keep consistent situational awareness via dashboards on the ticketing and call management systems, as well as any other provided tools (currently Microsoft Sharepoint and ServiceNow but subject to change)
• Utilize verbal and written communication to alert other personnel in the AASD of any unusual events/trends
• Bear and utilize knowledge of all RT&E wireless mission systems the AASD supports, all relevant actions and reactions needed to resolve incidents or service requests and needs at the lowest level 
• Understand and act upon AASD definition of Office Level Agreement (OLA) breaches and how to rectify
• Utilize AETC Cyber Commander Critical Information Requirement affecting the wireless RT&E systems the AASD supports, providing updates up the chain as well as to the MAJCOM Communications Coordination Center (MCCC) with Commanders Critical Information Requirements (CCIR) updates
• Answer calls in the determined amount of time (<30s) with professionalism, elevating or transferring difficult calls when deemed
• Understand and follow all policies put in place to better the work center, such as after call work protocols, lunch protocols, logging in and out when needed
• Know when and why to use each government provided tool, how to navigate all needed sites
• Route tickets to the proper locations under predetermined
• Learn and utilize AASD processes to properly handle relevant incidents or service requests

The 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. 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.

Certifications:  DoD 8570 Level II IAT (Sec+)

Clearance:  Secret

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. 

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.