Sr. End-User Support Technician

Overview
The Enterprise IT as a Service (EITaaS) User Support Technician provides end-user and VIP-level support through the identification, troubleshooting, tracking, and resolution of user and self-identified hardware and software issues. The User Support Technician also provides installation, programming, maintenance, and repairs to a wide variety of telecommunications’ systems, equipment, cabling to and for related end-user systems on location to ensure high availability of IT systems

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.

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Responsibilities
Job Responsibilities

Provide IT support with exemplary customer service skills and professional, timely responses and follow through.

Respond to incident tickets and service requests through ServiceNow as well as track and report incident tickets and service requests received via other means.

Support Dell, HP, and other IT systems as well as mobile devices.

Ensure a high level of customer satisfaction through the entirety of problem resolution process (Cradle-to-Grave Excellence in Service Delivery).

Plan and lead major technology assignments, evaluate performance, and recommend changes to existing processes.

Function as a technical expert across multiple projects.

Qualifications
Requirements

Minimum of 4 years of hands-on experience in

Maintenance, installation, and updates of end-user, network, and telecommunications systems, physical and virtual

Demonstrated diagnostics and troubleshooting abilities

Knowledge of data communications, local-area networking, wide-area networking, routers, and switches

Demonstrable skills/knowledge of Windows OS.

Ability to coordinate activities across multiple agencies while prioritizing critical/high-priority taskings.

Possess refined critical thinking skills, should be a self-starter, and multi-task capable.

Approach work as diplomatic, adaptive to a dynamic environment, dependable and reliable.

Knowledge of military customs/courtesies and USAF rank structure a plus.

Education: (Bachelor’s Degree in relevant field may be substituted for 5 years of relevant experience; Master’s Degree in related field may be substituted for bachelor’s degree and 3 years relevant experience).

Required Certifications: IAT Level II (Sec+ or equivalent) to start and to be maintained throughout employment

Desired Certifications: CompTIA Net+, A+, or higher

Clearance: Active DoD Secret required to start and throughout employment, with ability to upgrade to Top Secret clearance preferred.

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.