Client Support Technician
Company: SMS Data Products Group
Location: Albuquerque
Posted on: January 27, 2023
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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,
visitwww.sms.com.Submit 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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