ARTEMIS - Tier I Technical Support, Client Support

Overview

The Tier I Technical Support provides AFRL-W Rocket Lab with Tier I support by delivering customer support for hardware running Windows 10 or higher. Provide Tier I customer service and problem remediation via the Web Help Desk (WHD) ticketing system.  Tier I support requires knowledge of IT concepts and more than basic troubleshooting skills gained through experience, certification, and formal training.

 

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.

 

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Responsibilities

• Provide Tier I software and network support and troubleshooting
• Analyze incident(s) details, identify the root cause, and provide problem remediation
• Responsible for imaging
• Document problems with the technical detail(s) within the Web Help Desk ticket
• Escalate problem(s) to Tier II for intermediate level troubleshooting
• Remotely or manually install software updates, apply STIG configurations and security patches as required
• Provide customer service through the use of friendly, courteous, and professional oral and written communication
• Deploy desktop workstations and laptops throughout AFRL

Qualifications

• A minimum of two (2) years of experience in Windows system administration and/or technical support
• Knowledge and experience in a Windows OS environment
• Experience in administering high-end hardware and scientific peripherals
• Microsoft Certified Professional (or Technology Specialist) certification (or training) for Microsoft Windows 10 (or higher)
• DOD 8140 IAT-II certification (CompTIA Security+CE)

 

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. 

 

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.