Client Support Technician

SMS Data Products Group•Albuquerque, NM

About The Position

SMS is seeking a motivated and detail-oriented Tier 1/Tier 2 Client Support Technician to join our team. In this role, you will provide first-line technical support in a dynamic environment that includes Windows/Linux workstations, multiple networks (classified and unclassified), and both local and cloud-based applications. You will be responsible for resolving technical issues, maintaining help desk tickets, and ensuring customer satisfaction. This role requires strong communication skills, technical expertise, and the ability to work independently or collaboratively in a fast-paced, mission-critical setting. 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 . Submit your resume today!

Requirements

2+ years in a technical support or customer service role.
Proficiency in troubleshooting and supporting Windows operating systems.
Familiarity with basic networking concepts, including LAN/WAN and connectivity issues.
Experience with ticketing systems such as Remedy or ServiceNow.
Strong problem-solving skills and attention to detail.
Excellent written and verbal communication skills.
Ability to work effectively in both team-oriented and independent settings.
Clearance: Ability to acquire or already possess a DoD Secret/DoE L clearance.
Certification: Ability to acquire or already possess a current DoD 8570 IAT-II certification (e.g., CompTIA Security +CE).

Nice To Haves

Hands-on experience with GOTS/COTS software and custom application support.
Experience working in classified environments such as SIPRNet or SDREN.
Knowledge of cloud platforms and tools (e.g., Azure, SharePoint, Teams).
Familiarity with macOS and mobile device management (MDM) solutions.
Experience supporting classified and unclassified environments.
Demonstrated ability to create or improve knowledge base documentation.
Experience supporting Linux in a Tier 1/2 helpdesk environment.
Advanced troubleshooting of printers, multi-function devices, and peripheral equipment.

Responsibilities

Provide technical support via phone, email, and chat to resolve user issues effectively and efficiently.
Troubleshoot and resolve hardware, software, and network-related problems.
Create, update, and close help desk tickets in accordance with defined processes.
Support Windows operating systems, including installations, imaging, and updates.
Configure and troubleshoot cloud-based applications (e.g., Office 365, SharePoint) and mobile devices (e.g., Apple iOS).
Install and support printers, multi-function devices (MFDs), and peripheral equipment.
Collaborate with Tier 2/3 support and other technical teams to escalate and resolve complex issues.
Maintain and contribute to internal knowledge bases and end-user documentation.
Support asset management processes including inventory, lifecycle tracking, and documentation.
Communicate technical concepts in a clear, non-technical manner to end-users