What are the responsibilities and job description for the Tier II Technical Support Specialist position at SMS Data Products Group, Inc.?
Overview
SMS is looking for a Tier II Technical Support Technician to provide intermediate-level customer support for hardware running Windows 10 or higher for the Air Force Research Laboratory (AFRL) Rocket Lab. Additionally, the position provides intermediate-level customer service for incidents and problem remediation provided within the Web Help Desk (WHD) ticketing system. Sucessful candidates will have 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 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
- Provide intermediate-level software and network support and troubleshooting.
- Provide support, administration, and maintenance for AFRL Rocket Lab specialized information systems.
- Analyze incident(s) details, identify the root cause, and provide problem remediation.
- Provide technical assistance to lower-level operators and assists programmers, systems analysts, and subject matter specialists with resolution of problems.
- Document problems with technical details within the Web Help Desk ticketing system.
- Escalate problem(s) to Tier III technicians for expert-level troubleshooting.
- Contact and consult with the hardware vendor to remediate hardware issues.
- Manually install software updates, apply Security Technical Implementation Guidelines (STIG) configurations and security patches as required.
- Provide customer service with 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 or CompTIA A 220-1101 and 220-1102.
- DOD 8140 IAT-II certification (CompTIA Security CE).
- DoD Interim Secret security clearance or higher.
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.