Client Support Technician

About the role

SMS is seeking a Client Support Technician to work on the C4 contact at Kirtland Air Force Base. The position is on the Tier 1 Service Desk and is responsible for answering calls, logging tickets in ServiceNow, and providing customers with rapid and accurate information. The role requires an IT background to assist customers in troubleshooting and resolving problems, adhering to Service Level Agreements, and interfacing effectively with users at various seniority levels.

Responsibilities

• Provide Tier 1 technical support to end users via phone, email, and help‑desk tickets for IT equipment, applications, connectivity, and other technical needs.
• Create, update, document, and close ServiceNow tickets in accordance with established procedures and service‑level expectations.
• Collaborate with Tier 1 and Tier 2 support personnel to ensure effective ticket handoffs, timely resolution, and appropriate escalation.
• Maintain accurate documentation for Tier 1 support processes, procedures, and Standard Operating Procedures (SOPs).
• Troubleshoot and support Windows operating systems and Microsoft Office applications.
• Provide troubleshooting and operational support for printers, multifunction devices, and other standard IT peripherals.
• Assist with setup, configuration, and troubleshooting of video teleconferencing (VTC) systems and related equipment.
• Configure and support Apple iOS devices and other approved wireless broadband devices.
• Support user account provisioning, permissions, access requests, and related account‑management activities.
• Perform computer hardware troubleshooting, configuration, imaging, and maintenance for both classified and unclassified systems in accordance with security and operational requirements.
• Learn, adapt to, and support new software applications, technologies, and IT tools as requirements evolve.
• Apply critical‑thinking and problem‑solving skills to diagnose issues, identify solutions, and prioritize tasks in a dynamic environment.
• Demonstrate initiative, dependability, adaptability, professionalism, and sound judgment while working independently and as part of a collaborative technical support team.
• Build and maintain effective working relationships with customers and users at varying levels of seniority across diverse technical and professional environments.
• Communicate clearly and professionally, both verbally and in writing, with customers, team members, and other stakeholders.
• Work effectively in diverse environments and collaborate with cross‑functional teams to meet customer and organizational support requirements.
• Participate in occasional after‑hours emergency response as required and provide a personal mobile phone number for emergency contact purposes.

Qualifications

• Valid state driver’s license and ability to operate a motor vehicle.
• DoD Secret clearance required or ability to obtain an Interim Secret clearance.
• Minimum DoD 8570/8140 IAT‑I + CE certification required.
• Prefer HDI CSR certification (or ability to obtain within 30 days of hire).
• Prior experience supporting customers in a government or government‑consulting services environment is preferred.