Senior Service Desk Technician

Overview

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

The Service Desk Technician responsibilities include technical support assistance, service request management, remote desktop management, self-help tools, Hardware (HW) and Software (SW) direct service desk support.

Duties and Responsibilities

• Help Desk – Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.
• Problem Resolution – Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the priority matrix, as identified in section 7, as an order to responding to service requests (e.g. trouble tickets).
• Core HW and SW – Support for common, standard user workstations, and associated software (standard/common configuration/build)
• Build equipment in accordance with latest SDC images and provide equipment install at user desktop.
• Remote Desktop Management – Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.
• Moves, Add’s and Changes (MAB) requests – Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.

Qualifications

Background and Experiences

• 5-8 years of directly related experience in Service Desk and support. Experience in supporting classified intelligence networks is a plus.
• Required: proficiency in Windows Operating Systems and Microsoft Office Products, Microsoft Active Directory…
• Information Systems Support – Provide support to the following information systems, to include but not limited to, JWICS, NIPRNet, SIPRNet, NSANet, and Tier networks.

• Systems Administration – Install, support, and maintain all computer systems. Plan and respond to service outages and diagnose software and hardware failures to resolution. Implement and ensure security preventive measures are fully functioning.
• Information Assurance Vulnerability Alerts (IAVA), Information Assurance Vulnerability Bulletins (IAVB), and Time Compliance Network Orders (TCNO)
• STIG Compliance – Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.
• Ability to work effectively independently as well as within a team environment

• Demonstrated a strong work ethic and ability and willingness to take on new challenges
• Good communication and interpersonal skills

• Ability to follow policies and procedures
• Ability to communicate in a clear speaking voice as well as the ability to respond clearly to questions
• Aptitude to address negative situations, and resolve them in a positive manner

 Education and Certifications

• Bachelor’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
• IAT-II: Security CE, or SSCP

Clearance Requirement: 

• Must hold an active DoD TS/SCI clearance or a Top Secret with the ability to obtain a SCI.