Client Support Technician

SMS is seeking a motivated and detail-oriented Client Support Technician to join our team. In this role, you will provide first-line technical support in a dynamic environment that includes Windows/Linux workstations, multiple networks, and both local and cloud-based applications. You will be responsible for resolving technical issues, maintaining help desk tickets, and ensuring customer satisfaction.

This role requires strong communication skills, technical expertise, and the ability to work independently or collaboratively in a fast-paced setting.

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 45 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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• Provide technical support via phone, email, and chat to resolve user issues effectively and efficiently.
• Troubleshoot and resolve hardware, software, and network-related problems.
• Create, update, and close help desk tickets in accordance with defined processes.
• Support Windows operating systems, including installations, imaging, and updates.
• Configure and troubleshoot cloud-based applications (e.g., Office 365, SharePoint) and mobile devices (e.g., Apple iOS).
• Collaborate with Tier 2 support and other technical teams to escalate and resolve complex issues.
• Document solutions and contribute to knowledge base articles.
• Communicate technical concepts in a clear, non-technical manner to end-users.

REQUIRED EXPERIENCE AND SKILLS:

• 2+ years in a technical support or customer service role.
• Proficiency in troubleshooting and supporting Windows operating systems.
• Familiarity with basic networking concepts, including LAN/WAN and connectivity issues.
• Experience with ticketing systems such as Remedy or ServiceNow.
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work effectively in both team-oriented and independent settings.

REQUIRED QUALIFICATIONS:

• Clearance: Ability to acquire or already possess a DoD Secret security clearance.
• Certification: Ability to acquire or already possess a current DoD 8570 IAT-II certification (e.g., CompTIA Security+ CE).

EXPERIENCE THAT WILL MAKE YOU STAND OUT:

• Hands-on experience with GOTS/COTS software and custom application support.
• Knowledge of cloud platforms and tools (e.g., Azure, SharePoint, Teams).
• Familiarity with macOS and mobile device management (MDM) solutions.
• Experience supporting classified and unclassified environments.
• Demonstrated ability to create or improve knowledge base documentation.
• Advanced troubleshooting of printers, multi-function devices, and peripheral equipment.

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.