Client Support Technician

SMS specializes in modernizing legacy IT and sustaining complex enterprise environments for federal agencies, with a focus on building long-term partnerships and supporting critical missions.

About the role

Join our team at Kirtland AFB in Albuquerque, NM as a Tier 1 Client Support Technician. You’ll provide rapid and accurate support in an environment consisting of Windows/Linux workstations, various networks, local and cloud applications via phone, email, and live chat. You’ll also manage help desk tickets from creation to closure.

Responsibilities

• Provide rapid and accurate answers and information to customers via phone, email, and live chat, demonstrating patience, understanding, and a desire to help.
• Perform installation and troubleshooting in both unclassified and classified environments.
• Support Windows operating systems, including fresh installs and imaging.
• Handle basic networking tasks and support cloud-based applications (e.g., O365, SharePoint).
• Provide operational support for Microsoft Office suite, printers, multi-function devices, and Apple iOS/wireless broadband devices.
• Manage account permissions/provisioning and GOTS/COTS software.
• Open, update, and close tickets in systems like Remedy/ServiceNow with detailed information.
• Follow helpdesk and escalation processes, documenting procedures in knowledge bases.
• Communicate effectively with internal leadership, userbase, and external customers via service portals, email, and chat.
• Impart technical information to non-technical team members.
• Collaborate with Tier 1 and Tier II support staff to ensure proper ticket hand-off and escalation for prompt resolution.

Requirements

• Active DoD Secret or DoE L clearance required.
• Minimum DoD 8570 IAT-II (Sec+ CE) certification required.
• HDI-CSR certification required within 60 days of hire.
• 2+ years of experience in a customer support role.
• Strong written and verbal communication skills.
• Ability to work independently or as part of a team.
• Proven ability to troubleshoot and resolve complex technical issues.