COMM Focal Point Technician

Overview

Now hiring a Communication Focal Point Technician responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed.  The position provides customers and enterprise teams with rapid and accurate data, answers, and information. Experience in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. 

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 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

• Work with outside agencies to ensure local level compliance with required tasks.
• Work with local leadership and contacts to identify and report local issues to outside agencies.
• Routine checks of projects and tasks to ensure deadline compliance.
• Work with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Create, update, and route Enterprise provided information to local Kirtland AFB contacts.
• Create, update, route, and close help desk tickets in the Air Force Remedy ITSM
• Create and maintains process documentation and standard operating procedures.
• Create, maintain, record, and archive documentation in accordance with documented program guidance.
• Perform project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements.

Qualifications

• Requires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization.
• Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable. 
• Prior experience in a government consulting services environment is preferred. 
• Familiarity with Windows Operating systems and the Microsoft Office Suite
• Familiarity with creating/updating tickets in the Air Force Remedy ITSM preferred.
• Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.
• Familiarity with active directory Account Permissions/Provisioning
• Experience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.
• Ability to learn and support new software.
• Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.  Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.
• Experience in organizing and coordinating user appointments.
• The physical demands associated with this position include walking, bending over, stooping, lifting, & carrying heavy materials and objects (up to 30 lbs.). Must be able to work at heights from a ladder to reach cables and devices installed in ceilings and hard to reach places. 
• Must be able to operate network test equipment, AV equipment, and use power tool.
• DoD Secret clearance is required, or the ability to obtain a DoD Interim Secret clearance. 
• Minimum DoD 8570/8140 IAT-I 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.