Communication Focal Point Technician

This position is responsible for answering calls, reviewing incidents in the ticketing system, and determining where a ticket should be routed. Provides customers and enterprise teams with rapid and accurate data, answers, and information. Performs project and task management duties such as reviewing, disseminating, following up on, and documenting enterprise orders, requests, or requirements. Requires an IT background in assisting customers and technicians with understanding technical requirements, troubleshooting, and resolving problems. Must have the ability to interface well with customers at various levels of a military organization. Experience in a variety of different fields is essential to success in this position, as are excellent written and verbal communication skills. The ability to adapt well to diverse environments and work collaboratively in a dynamic team setting. Experience navigating Active Directory and reviewing AD user objects for issues and completeness is a plus.

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

• Works with outside agencies to ensure local level compliance with required tasks.
• Works with local leadership and contacts to identify and report local issues to outside agencies.
• Routine checks of projects and tasks to ensure deadline compliance.
• Works with other Tier 1, Tier II, and Tier III Support staff to ensure proper hand-off of tickets for prompt resolution and escalation if needed.
• Creates, updates, and routes Enterprise provided information to local Kirtland AFB contacts.
• Creates, updates, routes, and closes help desk tickets in the Air Force Remedy ITSM
• Create and maintains process documentation and standard operating procedures.
• Familiarity with Windows Operating systems and the Microsoft Office Suite
• Familiarity with creating/updating tickets in the Air Force Remedy ITSM preferred.
• Familiarity with the configuration and operational support of Apple iOS and other wireless broadband device types.
• Familiarity with active directory Account Permissions/Provisioning
• Experience in computer hardware support, troubleshooting, and imaging of classified and unclassified systems.
• Ability to learn and support new software.
• Experience in organizing and coordinating user appointments.
• Create, maintain, record, and archive documentation in accordance with documented program guidance.

Required Qualifications

• Applicant must possess refined critical thinking skills, should be a self-starter, and may direct the activities of other team members, diplomatic, multi-task capable, adaptive to a dynamic environment, dependable and reliable.
• Prior experience in a government consulting services environment is preferred.
• The physical demands associated with this position include walking, bending over, stooping, lifting, & carrying heavy materials and objects (up to 30 lbs.). Must be able to work at heights from a ladder to reach cables and devices installed in ceilings and hard to reach places.
• Must be able to operate network test equipment, AV equipment, and use power tool.
• Secret clearance is required.
• Minimum DoD 8570/8140 IAT-I + CE certification required.
• Must possess a valid state driver's license and be capable of operating a motor vehicle.

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.