ARTEMIS - Tier I Technical Support, Client Support

Overview

Provide AFRL-W Rocket Lab with Tier I Technical 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 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, visit www.sms.com.

 

Submit your resume today!

Responsibilities

• Provide Tier I software and hardware 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 
• 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 
• Microsoft Certified Professional (or Technology Specialist) certification (or training) for Microsoft Windows 10 (or higher) 
• Minimum of an Interim Secret security clearance or ability to obtain one 

 

SMS is a veteran-owned network integrator established in 1976.  With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees. 

 

SMS is an Equal Opportunity Employer.