Call Center Technician

Overview

SMS is hiring a Part-Time/After Hours Call Center Technician to work on the C4 contract at Kirtland AFB in New Mexico. This Tier 0 service desk position is responsible for answering and logging calls in the ticketing system, and providing the customers with rapid and accurate information. Support provided 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 to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dispersed team setting.

Responsibilities

• Position is part time for 12-18 hours weekly. Additional shifts are occasionally available in order to ensure coverage of teammate PTO or sick calls.
• Position is an after-hours position covering the hours of 6PM – 6AM Monday – Thursday and 24 hours over the weekend (Friday 6PM – Monday 6AM).
• Shifts are 6 or 12 hours in length depending on shift availability at the time of hire.
• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs
• Creates, updates and closes out help desk tickets
• Works with C4 Manager On-Call to ensure proper IT resources are engaged outside of normal business hours
• Works with base Civil Engineering to ensure proper resources are engaged for any HVAC or mechanical issues related to critical communications buildings
• Works with base Law Enforcement and Fire Department desks to ensure proper resources are engaged for intrusion detection alarms or fire alarms occurring at critical communications buildings
• Acts as the single point of coordination for issues occurring outside of normal business hours
• Assists in maintaining required documentation of Tier 0 processes and SOPs
• Familiarity with Windows operating system and Microsoft Office Suite
• Actively monitor temperature systems associated with critical communications buildings
• Performs CAC PIN reset actions for base personnel outside of normal business hours
• Will be required to complete certain annual training requirements via computer based training, person to person, or by other means. Training will include, but is not limited to, annual Cyber Awareness, Force Protection, Human Relations, Information Protection, CPR, First-Aid, and Controlled Area training

Qualifications

Desired Experience / Skills

• Position requires the individual to possess an IT background so he or she can assist customers in troubleshooting and resolving problems.
• Familiarity with creating/updating Remedy tickets is preferred
• Familiarity with troubleshooting printers and multi-function devices
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
• Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
• Adaptability in learning and supporting new IT solutions
• Applicant must possess refined critical thinking skills, should be a self-starter, should be diplomatic, multi-task capable, adaptive to a dynamic environment, and should be dependable and reliable. 
• Prior experience in a government consulting services environment is preferred.
• A DoD Secret clearance is required or the ability to obtain a minimum of an Interim Secret clearance to start.