Client Support Technician

SMS is seeking a Tier 1 Client Support Technician to provide rapid and accurate assistance to customers via phone, email, and live chat in an environment that includes Windows/Linux workstations, various networks, and local and cloud applications. The role involves creating, updating, and closing help‑desk tickets while collaborating with Tier 1 and Tier 2 staff.

Responsibilities

• Customer Service: Provide rapid and accurate answers and information to customers via phone, email, and live chat. Demonstrate patience, understanding, and a desire to help.
• Technical Installation and Troubleshooting (unclassified/classified environment):
  • Windows operating system (fresh installations and imaging)
  • Basic networking
  • Cloud‑based applications (O365, SharePoint, etc.)
  • Microsoft Office suite
  • Printers and multi‑function devices
  • Configuration and operational support of Apple iOS and other approved wireless broadband devices
  • Account permissions/provisioning
  • GOTS/COTS software communication
  • Opening, updating, and closing tickets with detailed information (Remedy, ServiceNow)
  • Help‑desk and escalation processes, documenting procedures into knowledge bases
  • Communicating with internal leadership, immediate user base, and external customers via service portal, email, or chat
  • Translating technical information for non‑technical workforce members
• Collaboration: Work with other Tier 1 and Tier II support staff to ensure proper hand‑off of tickets for prompt resolution and escalation when needed.

Qualifications

• 2+ years of experience in a customer support role
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Proven ability to troubleshoot and resolve complex issues
• Active DoD Secret/DoE L clearance required or ability to obtain an interim Secret clearance
• Minimum DoD 8570 IAT‑II (Security+ CE) certification required