Client Support Technician

Overview

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

The role requires adaptability to diverse environments and the capacity to work collaboratively in a dynamic team setting.

• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs.
• Create, update, and close help desk tickets.
• Work with Tier 1 and Tier 2 staff to ensure proper hand‑off of tickets and, if needed, escalation.
• Maintain required documentation of Tier 1 processes and SOPs.
• Maintain familiarity with Windows operating system and Microsoft Office Suite.
• Create and update Service Now tickets.
• Troubleshoot printers and multifunction devices.
• Set up Video Teleconferencing systems.
• Configure and support Apple iOS and other approved wireless broadband device types.
• Administer account permissions and provisioning.
• Provide computer hardware support, troubleshooting, and imaging for classified and unclassified systems.
• Adapt and learn new software quickly.

• Refined critical‑thinking skills, self‑starter, diplomatic, multi‑task capable, adaptable, dependable, and reliable.
• Ability to interface well with customers at various levels of seniority.
• 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.
• May require occasional after‑hours call‑ins for emergency response; employees must provide a personal cell phone number.
• Valid state driver’s license and ability to operate a motor vehicle.
• DoD Secret clearance is required (or ability to obtain an Interim Secret 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.