Enterprise Helpdesk Technician, Jr

Operating on a small Tier II/III team supporting a 24/7/365 call center/helpdesk, this position assists the Tier I Field Assistance Services (FAS) teams within the USAF to investigate, diagnose, and resolve system and network incidents at their lowest level. All work being completed is tracked in BMC Remedy which is the AF EITSM system. As an Enterprise Tech on the team, you will be required to meet contact and resolution requirements set forth by the customer based on ticket priority. Assistance will be given by OEMs, vendors, FERs, and SMEs as needed to complete work. Ownership will be assigned as the ticket moves through the teams for resolution and will work its way back to the FAS teams for final closure.

SMS offers proven solutions in engineering, operations, cybersecurity, and digital transformation. With expertise in modernizing and optimizing legacy infrastructure and systems, ensuring operational efficiency, and designing, implementing, and managing secure environments, SMS supports business and mission goals with proficiency, quality, and integrity.

SMS has been serving the advanced information technology needs of the federal government since 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 45 years. 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.

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Work with a team of technicians to man a 24/7/365 call center to provide Tier II support.
• Technicians will have a standard 8 hour shift 5 days a week, weekend shifts and weekdays off will rotate as necessary.
• Attend a shift open and shift close standup with the ARC Manager or designated technician.
• KANBAN boards will be utilized for work-sharing and proper technician utilization.
• Utilize BMC Remedy to annotate all work completed on projects and incidents that come through the helpdesk during shift and in a timely manner. If Remedy is unavailable updates will be documented utilizing documented continuity operations.
• Investigate, diagnose and resolve issues at the lowest level, forward tickets to/contact to TIER III techs, OEMs, venders, FERs and SMEs as needed.
• Urgency and Impact will determine the prioritization of each incident, this will determine the reporting and resolution requirements. This prioritization can be changed with organizational approval, and with justification being sent to and approved by the TIER I team.
• Contact customers once incident is obtained by the team ranges from 30 minutes to 8 hours depending upon priority.
• Technical resolutions must be identified in 1-3 days depending upon prioritization.
• All priority 1 and 2 tickets will be reported to the ARC Manager immediately.
• Utilize, Update, and Maintain the EITSM knowledge base to better provide self-help to customers and team members.
• Document all delays outside of the teams control immediately.
• Perform problem management tasks when assigned to find root cause when common symptoms are presented over numerous systems.
• Coordination with obsolescence, duplication, IA, and ITF teams may be required to perform tasks and maintain compliance.

• 3-5 years of experience in troubleshooting, investigating, diagnosing, and resolving IT incidents in an enterprise environment.
• Experience in IT Customer Service to include phones, and emails.
• Experience with ticketing systems and annotation of work completed.
• Annotation of this work will also be incorporated in a knowledge base from time to time for future use by others.
• Experience with the ITIL helpdesk methodologies.
• Experience utilizing an ACD call center system.

Certification

• Qualified candidates must have an active IAT II certification.

Clearance

• Position requires an active DoD Secret security clearance or the ability to obtain an Interim Secret clearance.

SMS is a dynamic systems integrator established in 1976, delivering talented teams and innovative, cost-effective solutions and services to support our customers' missions for more than 47 years. Our ability to hire and retain quality people in a rapidly evolving IT market is proven through our employee retention rate averaging over 3 years. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.

SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.