What are the responsibilities and job description for the Client Support Technician position at SMS Data Products Group, Inc.?
Overview
This Tier 1 service desk position is responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate answers/information. This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems. 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 dynamic team setting.
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 45 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
- Answer user calls, emails, and trouble tickets to provide general user support relate
- Answer user calls, emails, and trouble tickets to provide support related to their IT equipment or other needs.
- Create, update and close out help desk tickets
- Work with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation
- Maintain required documentation of Tier 1 processes and SOPs
Qualifications
- 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.
- Familiarity with Windows Operating system and Microsoft Office Suite
- Familiarity with creating/updating Remedy tickets is preferred
- Familiarity with troubleshooting printers and multi-function devices
- Familiarity with the setup of Video Teleconferencing systems
- Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
- Familiarity with Account Permissions/Provisioning
- Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
- Adaptability in learning and supporting new software
- Secret clearance or the ability to obtain an interim Secret clearance is required.
- Minimum DoD 8570/8140 IAT-I (CompTIA A CE) certification required.
- Must possess a valid state driver's license and be capable of operating a motor vehicle.
SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers’ missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.
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.
