Job description

Overview:SMS is seeking a highly motivated, secret cleared IT Support Tier 1 Technician to join the 66th 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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Responsibilities:POSITION DESCRIPTION

• Complies with customer service daily automatic call distributor (ACD) phone call processing flows, creating tickets immediately when contact is made with the customer (any vector), assigns tickets to proper Tier 2 flows when needed, 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 at Tier-1 non-elevated privileged access levels
• Complies with applicable Service Desk ticket hygiene, protocol and call center procedures
• Review daily ticket queues, processes new tickets and keep customers up to date on any and all changes
• Support client voice ticket issues, to include VoIP and SIP services
• Staff Service Desk phone shifts (coverage windows for phones run 730AM-430PM) depending on shift needs
• Conducts diagnosis, troubleshooting and settings support over the phone remotely utilizing tools (ex. Dameware/MS TEAMS, available Knowledge Bases and Active Directory / MS domain OS and applications
• Deliver quality timely customer service experiences while meeting contract threshold metrics for phone and ticket processing
• Using Unit Software License Management procedures, issue 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 AFNet security and cyber compliance requirements and processed
• 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 customers and or organization points of contact to coordinate hardware / OS / application support
• Schedules software patches and security fixes when it cannot be done using enterprise SCCM
• Support expanded / related IT project efforts as/if directed
• Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers

Qualifications:SKILLS

• Windows Desktop Operating Systems (Windows 10/11)
• Working knowledge of Microsoft Active Directory
• Microsoft Office Products (O365/2016-19) TEAMS, Outlook etc.
• Ability to assess, diagnose and or resolve issues quickly and efficiently to comply with metric requirements
• Proficient with computer, network, systems and peripheral hardware
• Strong IT system troubleshooting skills
• Strong leadership, customer service and service delivery business acumen skills
• Strong written and verbal communication skills
• Self-motivated to work on behalf of the customer, the contract and team 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 AND WORK EXPERIENCE

• Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)
• High School Diploma and 1 year of experience
• CompTIA A+, and CompTIA Network+ certifications desired
• ITIL certification desired

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SMS is an Equal Opportunity Employer.*

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