Client Support Technician

Overview

This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing customers with rapid and accurate information. The role requires an IT background to assist customers in troubleshooting and resolving problems. Support is governed by Service Level Agreements with the customer. The ability to interface well with customers at various levels of seniority in diverse fields, and excellent written and verbal communication skills, are essential.

The ability to adapt well to diverse environments and to work collaboratively in a dynamic team setting is also required.

SMS is a dynamic systems integrator offering proven solutions in engineering, operations, cybersecurity, and digital transformation. We modernize and optimize legacy infrastructure and systems, ensure operational efficiency, and design, implement, and manage secure environments to support business and mission goals with proficiency, quality, and integrity.

SMS has served the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions to support our customers’ missions for more than 45 years. We are headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information, visit

Submit your resume today!

• Answer user calls, emails, and trouble tickets to provide general user support related to 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 escalate when needed.
• Maintain required documentation of Tier 1 processes and SOPs.
• Familiarity with Windows operating system and Microsoft Office Suite.
• Create and update Service Now tickets.
• 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.

• Applicant must possess refined critical thinking skills and be a self-starter; be diplomatic, multi-task capable, adaptable to a dynamic environment, dependable, and reliable.
• Ability to interface well with customers at various levels of seniority in diverse fields is essential.
• Excellent written and verbal communication skills.
• Ability to adapt to diverse environments and work collaboratively in a dynamic team setting.
• Prior experience in a government consulting services environment is preferred.
• This position may require occasional after-hours call-ins for emergency response. Employees in this role must provide a personal cell phone number for contact purposes.
• Valid state driver’s license required and ability to operate a motor vehicle.
• DoD Secret clearance is required or the ability to obtain an Interim clearance.
• Minimum DoD 8570/8140 IAT-I + CE certification required.

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.