Helpdesk Specialist

About the role

SMS is hiring a Helpdesk Specialist (Intermediate) to support Defense Threat Reduction Agency (DTRA) on the Integrated Information Technology Support Services (I3TS) contract. The role operates within the Service Desk function, which serves as the single, initial contact point for customers and mission partners to resolve incidents and problems for DTRA infrastructure, networks, applications, and systems.

SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies since 1976. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk.

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.

Responsibilities

• Install, configure, and upgrade desktop computers, laptops, printers, and other peripherals.
• Install and configure operating systems (primarily Windows) and various software applications.
• Troubleshoot and resolve hardware and software issues in a timely manner.
• Perform network troubleshooting and connectivity support.
• Provide technical support and training to end-users.
• Document all work performed in our help desk ticketing system.
• Maintain an inventory of all IT assets.
• Assist with the setup of new workstations.

This is a short-term assignment approximately through November 2026, although it could be extended.

Qualifications

• Must possess an active DoD Top Secret/SCI security clearance.
• Proven experience as a Desktop Support Engineer, IT Technician, or similar role.
• Strong knowledge of computer hardware, software, and peripherals.
• Experience with installing internal computer components (e.g., RAM, hard drives, video cards) and their corresponding drivers.
• Experience with KVM switches and setting up multi-monitor configurations.
• Experience with Windows operating systems (Windows 10, Windows 11).
• Familiarity with basic network protocols (TCP/IP, DHCP, DNS).
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team.