SMS is seeking a Tier 1 service desk condidate responsible for answering calls, logging of incidents in the ticketing system, and providing the customers with rapid and accurate answers and information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. 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, visit www.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 tickets
• Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
• Maintains required documentation of Tier 1 processes and SOPs
• Familiarity with Windows Operating system and Microsoft Office Suite
• Familiarity with creating/updating Remedy tickets is preferred
• Perform unit Information Assurance Officer (IAO) duties to include TEMPEST, COMSEC and COMPUSEC programs
• Perform required account actions for incoming and outgoing personnel to include the maintaining of all associated documentation
• Maintain, support and troubleshoot both classified and unclassified VTC systems
• Scheduling and facilitating of all unit VTCs
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types, as well as commercial internet for customers
• Ability to setup, create, and handle day-to-day operations of all organization SharePoint sites
• Perform unit equipment custodian duties to include inventory, turn-in and assistance in purchasing of all unit IT assets
• Ability to perform Telecommunication Officer (TCO) duties
• Acts as a Unit Software License manger, assisting with purchasing, documentation and reporting of all unit software

Applicant must possess refined critical thinking skills, should 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.

Secret clearance is required.  Minimum DoD 8570 IAT-II + CE certification required

SMS is an Equal Opportunity Employer.