Tier II High-End Windows Technical Support

SMS is looking for Tier II High-End Windows Technical Support 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.

Provide the Air Force Research Laboratory (AFRL) Rocket Lab at Edwards AFB, CA with Tier II technical support by providing intermediate level customer support for high-end hardware running Windows 10 or higher. Provides advanced technical support to power users, engineers, leadership, and specialized staff who rely on high-performance Windows workstations to accomplish critical tasks. Ensures stability and optimal performance of Windows desktops, laptops, and peripherals through deep troubleshooting and proactive remediation. Works closely with Active Directory, Group Policy, imaging, and endpoint management teams to maintain standardized, compliant client environments. Rapidly restores functionality for high-impact user issues, minimizing mission disruption and maintaining operational readiness. Identifies trends, documents solutions, and enhances Standard Operating Procedures (SOPs) and knowledge bases to improve overall service quality.

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

• Provide advanced Tier II technical support for Windows-based desktop and laptop systems in enterprise environments.
• Troubleshoot and resolve complex hardware, operating system, application, and connectivity issues escalated from Tier I support.
• Support and maintain high-end or mission-critical user workstations, including specialized hardware and software configurations.
• Perform advanced diagnostics on Windows OS issues, drivers, system performance, and application conflicts.
• Support Microsoft enterprise environments including Windows 10/11, Active Directory, Group Policy, and Microsoft 365.
• Assist with workstation imaging, re-imaging, and deployment using enterprise tools.
• Manage user profiles, permissions, and device configurations in accordance with security policies.
• Coordinate with Cybersecurity, Network Operations Center (NOC), Core Service, and Field Service teams to resolve cross-domain issues.
• Support endpoint security tools such as antivirus, encryption, and endpoint detection and response (EDR) solutions.
• Document troubleshooting steps, root causes, and resolutions within the ITSM system.
• Identify recurring issues and recommend process or configuration improvements.
• Support VIP, executive, or mission-critical users requiring high-touch technical support.
• Participate in after-action reviews and contribute to SOPs and knowledge base enhancements.
• Manually install software updates, apply Security Technical Implementation Guidelines (STIG) configurations and security patches as required.
• Provide customer service with friendly, courteous, and professional oral and written communication.
• Provide support for high-end multi-core workstations, and specialized Windows workstations.

Required Qualifications

• A minimum of 3 years of experience in Windows system administration and/or technical support.
• In-depth knowledge and experience in a Windows Operating System environment.
• Hands-on experience with Active Directory, Group Policy, and user/device management.
• Experience troubleshooting hardware, drivers, peripherals, and enterprise applications.
• Familiarity with enterprise imaging and deployment tools.
• Strong analytical, problem-solving, and documentation skills.
• Proficient in Microsoft Office (Excel, Outlook, PowerPoint, SharePoint, Teams, Visio, Word).
• Excellent customer service and communication skills.
• MD-102 (Microsoft Windows Endpoint Administrator Associate) Certification or CompTIA A+ 220-1101 and 220-1102 certifications.
• IAT-II Level certification (CompTIA Security+).
• Ability to obtain and maintain a DoD Secret Clearance or higher.

Desired Qualifications

• Experience supporting DoD or federal government IT environments.
• Experience supporting high-end workstations or specialized engineering/scientific users.
• Experience with endpoint security tools (BitLocker, Defender, EDR solutions).
• Experience mentoring Tier I technicians or acting as an escalation lead
• PowerShell scripting or automation experience

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.