Service Desk Support Specialist III

Overview

We are seeking a Service Desk Specialist Level III to provide technical support for our customer DefenseThreat Reduction Agency (DTRA) at Kirtland AFB, Albuquerque New Mexico.

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

• Installation, configuration, maintenance and troubleshooting for all users of the DTRAsystems
• Maintain a web-based capability for DTRA users to enter, track and escalate Service
• Desk tickets, as well as self-service actions (currently using Remedy)
• Remote access configuration and support for DTRA users and external customers asrequired (supporting telework, off-site travel, and mission or contingency operations)
• Install, configure, maintain, and troubleshoot computer peripherals
• Provide tracking for all deployed IT assets from procurement to disposal to allow realtimeaccounting of IT assets to both government and contractor personnel
• Provide end-user software and application support
• Coordinate security and situational awareness concerns with DTRA NOSC
• Provide technical assistance and customer support in the operations and maintenance ofwireless voice and data services.
• Must be able to lift 50 lbs.
• The Helpdesk Specialist will gather feedback directly from the service desk customerregarding their level of satisfaction with the service provided. Survey responses will bevoluntary for customers. The survey content will be reviewed and utilized in performancereviews.
• Service Desk call answering during normal business hours (0600 – 1800). Supportservices are limited outside the normal business hours unless advance arrangements aremade to support scheduled after hours activities.

Qualifications

• 7-10 years of relevant experience• Minimum Active DOD Secret Clearance: TS/SCI Preferred.• A Bachelor of Arts (BA)/Bachelor of Science (BS) degree or equivalent work experience.Years of work experience may be substituted one for one with college years. Five ormore years professional experience within the designated Subject Matter Expert (SME)area beyond BA/BS or equivalence (except where otherwise specifically noted)• Exceptions may be made for specific individuals with specialized knowledge or skills incertain circumstances at the discretion of the Government• US Citizen• DOD 8570 IAT II

SMS is an Equal Opportunity Employer.