26NOS - OPs - Service Desk Technician - Mid - (#116a)

Overview:Summary:

SMS is seeking a Level Service Desk Technician to support the Air Force 26 NOS. Service Desk Technicians manage Single Entry Point and centralized Operations Held Desk for the program in concert with the other teams. Provide ticket management and escalation tracking following IAW AFIN policies and ITIL service management standards. Collects problem information and escalates as required. Performs full lifecycle ticket management functions until satisfactory resolution and closure. This is an entry-level position that will transition to one of our main operations teams. Transitioning will be dependent on acquiring an advanced OS/Technical certification.

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 40 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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Responsibilities:Responsibilities:

• Provide Service Desk customer interface support.
• Record tickets for all customer requests or interaction with the Service Desk.
• Develop or maintain procedures and templates for effective service ticket creation.
• Receives, records, and distributes work orders upon customers' request for service.
• Call or write customers to insure satisfactory performance of service.
• Update and resolve help desk tickets via the Remedy Action Request System.
• Answer telephone calls and interface with the customers to resolve tier I support questions.
• Escalate trouble tickets to the appropriate technical team.
• Coordinate resolution with appropriate technical experts, demonstrating courtesy and tact to promote good customer relations.
• Complete special projects, as assigned.

Qualifications:Experience and Education:

• Position minimum requirements: 1-3 years (Jr) 3-5 years (Mid) (IT environment preferable).
• Experience with Remedy Action Request System and Service Now applications.
• Applicant must possess refined critical thinking skills, should be a self-starter, adaptive to a dynamic environment, dependable and reliable.
• Prior experience in a government consulting services environment is preferred.
• Must be eligible for or have and maintain an active DoD Secret security clearance.
• CompTIA Security+ certification or higher
• One of the following CE/OS: CCNA, or PCNSA or Microsoft 365 Messaging Administrator Associate or Microsoft 365 Security Administrator Associate
• ITIL Foundations (certification preferred)
• HS/GED diploma