Client Support Technician

Overview

SMS is looking for a Tier 1 Client Support Technician to join our team.In an environment consisting of Windows/Linuxworkstations, various networks, local and cloud applications,you’llbe responsible forproviding rapid andaccurateanswers and information to customers via phone, email, and live chat.You’llalsobe responsible forcreating, updating, and closing out help desk tickets.

We’relooking for someone with 2+ years of experience in a customer support role. You should have strong written and verbal communicationskills andbe able to work independently and/oras part of a team. Your ability totroubleshoot and resolve complex issueswill contribute to your success as part of the team.

Ifyou’rea highly motivated and experienced Tier 1 Client Support Technician, we encourage you to apply!

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, visitwww.sms.com.

Responsibilities

• Customer Service
  • Provide rapid andaccurateanswers and information to customers via phone, email, and live chat.
  • Soft skills should include patience, understanding, and the desire to help.
• Technical
  • Installation and troubleshooting (Inanunclassified/classified environment)
  • Windows operating system (Fresh and imaging)
• Basic Networking
  • Cloud based applications (O365/Sharepoint/etc)
  • Microsoft Office suite
• Printers and multi-function devices
  • Configuration and operational support of Apple iOS and other approved wireless broadband device types
  • Account Permissions/Provisioning
  • GOTS/COTS software
• Communication
  • Opening, updating, closing ticketing system with detailed information(Remedy/ServiceNow)
  • Helpdesk and escalation processes and proceduresinto KBs
  • Internal leadership, immediate userbase, and external customer communications(Service portal/E-Mail/Chat agent)
  • Ability to impart technical information to non-technical members of the workforce
• Collaboration
  • Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.

Qualifications

• Active DoD Secret clearance required, or the ability to obtain an Interim Secret clearance
• MinimumDoD 8570 IAT-II (Sec+ CE) certificationrequired

SMS is an Equal Opportunity Employer.All qualified applicants will receive consideration for employmentwithout regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.