IT Help Desk Customer Interface

SMS is looking for a Customer Service Interface (CSI) to support our ARTEMIS team. ARTEMIS VI provides comprehensive Information Technology support services to the Air Force Research Laboratory (AFRL) at Edwards Air Force Base, California. The team supports more than 500 personnel across both classified and unclassified research environments, ensuring the availability, security, and reliability of critical IT systems that enable the AFRL mission.

The contract includes a wide range of technical and administrative support 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 support, 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. 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 .

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Job Responsibilities

• Answer phone calls to IT Helpdesk extension.
• Manage walk-up requests for IT Helpdesk support.
• Monitor incoming IT Helpdesk support request emails.
• Document the problem with the technical details within the Web Help Desk (WHD) ticketing system.
• Gather end user information.
• Research, diagnosis, and troubleshoot basic customer problems.
• Document the problem and resolution in the WHD ticketing system.
• Escalate problem(s) to a Tier I technician for troubleshooting.
• Utilize remote support software to provide end user support.
• Create training and self-guided instructional materials for employees.
• Establish and maintain a reputation for excellence in customer support.

Required Qualifications

• A minimum of 1 year of experience in using Microsoft Office (Excel, Outlook, Word, etc.).
• Familiarity with web browsers (Google Chrome, Microsoft Edge, etc.).
• Help Desk Institute Support Center Analyst (HDI-SCA) certification or must be able to obtain within 90 business days.
• High School Diploma or equivalent.
• DoD Interim Secret Clearance or higher.

Desired Qualifications

• Excellent written and verbal skills.
• Strong problem-solving ability.

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.