Call Center Technician

Overview:SMS is seeking a Call Center Technician to work on our C4 contract at Kirtland Air Froce Base in New Mexico. This Tier 0 service desk position is a part-time after-hours position responsible for answering calls, logging the calls in the ticketing system, and providing the customers with rapid and accurate information. Support provided is governed by Service Level Agreements in place with the customer. The ability to interface well with customers at various levels of seniority 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 dispersed team setting.
As a dynamic systems integrator, 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 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:

• Position is part time for 12-18 hours weekly. Additional shifts are occasionally available in order to ensure coverage of teammate PTO or sick calls.
• Position is an afterhours position covering the hours of 6PM – 6AM Monday – Thursday and 24 hours over the weekend (Friday 6PM – Monday 6AM).
• Shifts are 6 or 12 hours in length depending on shift availability at the time of hire.
• Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs
• Creates, updates and closes out help desk tickets
• Works with C4 Manager On-Call to ensure proper IT resources are engaged outside of normal business hours
• Works with base Civil Engineering to ensure proper resources are engaged for any HVAC or mechanical issues related to critical communications buildings
• Works with base Law Enforcement and Fire Department desks to ensure proper resources are engaged for intrusion detection alarms or fire alarms occurring at critical communications buildings
• Acts as the single point of coordination for issues occurring outside of normal business hours
• Assists in maintaining required documentation of Tier 0 processes and SOPs
• Familiarity with Windows operating system and Microsoft Office Suite
• Actively monitor temperature systems associated with critical communications buildings
• Performs CAC PIN reset actions for base personnel outside of normal business hours
• Will be required to complete certain annual training requirements via computer based training, person to person, or by other means. Training will include, but is not limited to, annual Cyber Awareness, Force Protection, Human Relations, Information Protection, CPR, First-Aid, and Controlled Area training
• This will require the individual to possess an IT background, so he or she can assist customers in troubleshooting and resolving problems
• Familiarity with creating/updating Remedy tickets is preferred
• Familiarity with troubleshooting printers and multi-function devices
• Familiarity with the configuration and operational support of Apple iOS and other approved wireless broadband device types
• Experience in computer hardware support, troubleshooting, and imaging for classified and unclassified systems
• Adaptability in learning and supporting new IT solutions

Qualifications:

• Applicant must possess refined critical thinking skills, should be a self-starter, 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.

• Secret clearance is required.

SMS is an Equal Opportunity Employer.

Job Type: Part-time