IT Customer Service Interface

The IT Customer Service Interface serves as the primary point of contact for all AFRL-W Rocket Lab customer, faculty, and staff technology support.  This position is responsible for receiving and gathering the necessary information to document work orders to advance the completion of the request. Successful candidates will possess an enthusiasm and eagerness to provide a high level of customer service.

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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• Answer phone calls to IT Helpdesk extension
• Manage walk-up requests for IT Helpdesk support
• Monitor incoming IT Helpdesk support request emails
• Document the problem with the technical detail(s) within the Web Help Desk ticket
• Gather end user information
• Research, diagnose, and troubleshoot basic customer problems
• Document the problem and resolution in helpdesk ticketing system
• Escalate problem(s) to Tier I for troubleshooting
• Utilize remote support software to provide end user support
• Create training and self-guided instructional materials for employees
• Establish and maintain a reputation for excellence in customer support

• A minimum of one (1) year of experience in using Microsoft Office (Word, Excel, Outlook, etc.)
• Familiarity with web browsers
• Help Desk Institute Support Center Analyst (HDI-SCA) certified (or must able to obtain within 90-days)
• HS Diploma or equivalent
• Excellent written and verbal skills
• Strong problem-solving ability
• DoD Interim Secret clearance or higher

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.