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Client Support Technician

Company: SMS Data Products Group
Location: Albuquerque
Posted on: January 27, 2023

Job Description:

SMS Data Products Group, Inc. is seeking a Client Support Technician on the Kirtland AFB C4 Contract in Albuquerque, New Mexico. This Tier 1 service desk position 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 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, your resume today!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 ticketsWorks with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalationMaintains required documentation of Tier 1 processes and SOPsKnowledge with Windows Operating system and Microsoft Office SuiteFamiliarity with creating/updating Remedy tickets is preferredExperience with troubleshooting printers and multi-function devicesFamiliarity with the setup of Video Teleconferencing systemsConfiguration and operational support of Apple iOS and other approved wireless broadband device typesFamiliarity with Account Permissions/ProvisioningExperience in computer hardware support, troubleshooting, and imaging for classified and unclassified systemsAdaptability in learning and supporting new softwareApplicant 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. Prior experience in a government consulting services environment is preferred.Secret clearance is required. Minimum DoD 8570 IAT-I + CE certification required

Keywords: SMS Data Products Group, Albuquerque , Client Support Technician, Professions , Albuquerque, New Mexico

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