Overview

SMS is hiring a Tier II Tech Support Engineer to provide Air Force Research Laboratory (AFRL) Rocket Lab with intermediate-level customer support for hardware running Windows 10 or higher. This position provides intermediate-level customer service for incidents and problem remediation provided within the Web Help Desk (WHD) ticketing system. This intermediate-level support requires an in-depth knowledge of IT concepts, and more than basic troubleshooting skills gained through experience, certification, and formal training.

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

• Provide intermediate-level software and network support and troubleshooting
• Provides support, administration, and maintenance for AFRL Rocket Lab specialized information systems.
• Analyze incident(s) details, identify the root cause, and provide problem remediation
• Provides technical assistance to lower-level operators and assists programmers, systems analysts, and subject matter specialists with resolution of problems.
• Document the problem with the technical detail(s) within the Web Help Desk ticket
• Escalate problem(s) to Tier III for expert-level troubleshooting
• Contact and consult with the hardware vendor to remediate hardware issues
• Manually install software updates, apply STIG configurations and security patches as required
• Provide customer service through the use of friendly, courteous, and professional oral and written communication

Qualifications

• A minimum of three (3) years of experience in Windows system administration and/or technical support
• In-depth knowledge and experience with all phases of operating systems, hardware, software applications, and networking concepts 
• MD-102 (Microsoft Windows Endpoint Administrator Associate) Certification 
• DOD 8140 IAT-II certification (CompTIA Security )
• Active DoD Secret security clearance or higher, or the ability to obtain an interim clearance (pass background check, clean credit, etc.)

SMS is a veteran-owned network integrator established in 1976. With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees. 

SMS is an Equal Opportunity Employer.