Client Support Technician

Overview

This Tier 1 service desk position is responsible for answering calls, logging incidents in the ticketing system, and providing customers with rapid and accurate answers and information. This role requires an IT background to assist customers in troubleshooting and resolving problems. The ability to interface well with customers at various levels of seniority in a variety of fields is essential to success, as are excellent written and verbal communication skills.

The role includes off-site organizational graduation technical requirements at least three times a year.

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 served the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services 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

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• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Create, update and close out help desk tickets.
• Collaborate with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and, if needed, escalation.
• Create and maintain required documentation of Tier 1 processes and SOPs.
• Track and audit physical IT assets and software.
• Printer administration from local device to server administration.
• Security group management associated with NTFS file permissions.
• SharePoint Site Administration and user access requests.

• Applicant must possess refined critical thinking skills, be a self-starter, and may direct the activities of other team members; diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
• Prior experience in a government consulting services environment is preferred.
• Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
• Familiarity with Windows Operating System and Microsoft Office Suite.
• Familiarity with creating/updating Remedy tickets is preferred.
• Familiarity with troubleshooting printers and multi-function devices.
• Familiarity with the setup of Video Teleconferencing systems.
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types.
• Familiarity with Account Permissions/Provisioning.
• Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems.
• Adaptability in learning and supporting new software.
• The physical demands include walking, bending, stooping, lifting, and carrying heavy materials and objects (up to 30 lbs). Must be able to work at heights from ladders to reach cables and devices installed in ceilings and hard-to-reach places.
• Must be able to operate network test equipment, AV equipment, and use power tools.
• DoD Secret clearance is required or the ability to obtain an Interim Secret clearance prior to start.
• Minimum DoD 8570/8140 IAT-I + CE certification required.
• Must possess a valid state driver’s license and be capable of operating a motor vehicle.

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 demonstrated by our employee retention rate and certifications, including CMMI Level 3 and ISO registrations such as 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.