Tier 1 Technical Support

SMS is seeking a Tier I Technical Support professional to join our ARTEMIS team. ARTEMIS VI delivers comprehensive Information Technology support services to the Air Force Research Laboratory (AFRL) at Edwards Air Force Base, California. The team supports over 500 personnel across classified and unclassified research environments, ensuring the availability, security, and reliability of critical IT systems that enable the AFRL mission. The contract encompasses a broad range of technical and administrative functions, including Service Desk operations, Windows and Linux systems administration, SQL database administration, cybersecurity and Risk Management Framework (RMF) support, software management and testing, SharePoint administration, field services, telecommunications, video teleconferencing (VTC), knowledge management, and process improvement initiatives.

Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. We build long-term partnerships with our customers by investing in our employees through training, tools, and support 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 nationwide.

About the role

The Tier I Technical Support role provides front-line software and network support for the ARTEMIS team, ensuring the smooth operation of IT systems critical to the AFRL mission.

Responsibilities

• Provide Tier I software and network support and troubleshooting.
• Analyze incident details, identify root causes, and provide problem remediation.
• Image computers and document problems with technical details in the Web Help Desk ticketing system.
• Escalate problems to Tier II technicians for intermediate-level troubleshooting.
• Remotely or manually install software updates, apply STIG configurations, and deploy security patches as required.
• Deliver customer service through friendly, courteous, and professional oral and written communication.
• Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.

Requirements

• A minimum of two (2) years of experience in Windows system administration and/or technical support.
• Knowledge and experience in a Windows Operating System environment.
• Experience administering high-end hardware and scientific peripherals.
• DoD Interim Secret security clearance or higher, or the ability to obtain one.

Qualifications

• MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
• DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
• HDI-SCA certification preferred.