Client Support Technician at SMS IT Group

Albuquerque, New Mexico, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Sep, 26

Salary

0.0

Posted On

08 Jun, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Ticketing Systems, Hardware Support, Imaging, Windows OS, Microsoft Office Suite, Printer Troubleshooting, Video Teleconferencing, iOS Configuration, Account Provisioning, Customer Service, Critical Thinking, Written Communication, Verbal Communication, Collaboration

Industry

IT Services and IT Consulting

Description

Overview The Tier 1 Service Desk Technician is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers/information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. 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. 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. Submit your resume today! Responsibilities Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs. Creates, updates and closes out help desk tickets Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation Maintains required documentation of Tier 1 processes and SOPs Create and update Service Now tickets Qualifications Applicant must possess refined critical thinking skills, should be a self-starter, should be diplomatic, multi-task capable, adaptive to a dynamic environment, and should be dependable and reliable. Ability to interface well with customers at various levels of seniority in a variety of different fields is essential Excellent written and verbal communication skills Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems Familiarity with Windows Operating system and Microsoft Office Suite Familiarity with troubleshooting printers and multi-function devices Familiarity with the setup of Video Teleconferencing systems Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types Familiarity with Account Permissions/Provisioning Adaptability in learning and supporting new software Prior experience in a government consulting services environment is preferred. This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes. Valid state driver's license required and capable of operating a motor vehicle. DoD Secret clearance is required or the ability to obtain an Interim Secret clearance. Minimum DoD 8570/8140 IAT-I + CE certification required. 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.

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Responsibilities

The technician is responsible for answering user calls and emails to provide general IT support and managing tickets within the Service Now system. They must ensure proper ticket escalation and maintain documentation for Tier 1 processes and standard operating procedures.