Sms Data Products Group
posted 2 months ago
Full-time - Entry Level
51-100 employees
Professional, Scientific, and Technical Services
About the position
The Tier I Technical Support Specialist at SMS provides essential customer support for hardware running Windows 10 or higher, focusing on problem remediation and customer service through the Web Help Desk ticketing system. This role is crucial for ensuring operational efficiency and supporting the advanced information technology needs of the federal government.
Responsibilities
- Provide Tier I software and network support and troubleshooting.
- Analyze incident(s) details, identify the root cause, and provide problem remediation.
- Responsible for imaging computers.
- Document problems with the technical detail(s) within the Web Help Desk ticketing system.
- Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
- Remotely or manually install software updates, apply STIG configurations and security patches as required.
- Provide customer service through the use of friendly, courteous, and professional oral and written communication.
- Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.
Requirements
- A minimum of two (2) years of experience in Windows system administration and/or technical support.
- Knowledge and experience in a Windows Operating System environment.
- Experience in administering high-end hardware and scientific peripherals.
- MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
- DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
- HDI-SCA certification preferred.
- DoD Interim Secret security clearance or higher or the ability to obtain one.
Benefits
- Competitive salary
- Health insurance
- Retirement plan
- Paid time off
- Professional development opportunities
