Tier III Technical Support, Client Support - Los Angeles
Overview:
Our contract at Edwards AFB is looking for a Tier III Technical Support Engineer to help provide the Air Force Research Laboratory (AFRL) Rocket Lab with expert level customer support to Windows workstations through problem remediation detailed within the Web Help Desk (WHD) ticketing system.Expert level support requires an in-depth knowledge of IT concepts, and more than significant troubleshooting skills gained through experience, certification, and formal training.
We offer 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:
- Provide expert level software and network support and troubleshooting.
- Administer high-end Windows hardware to include, but not limited to, configuring RAID storage arrays, driver issues specific to the high-end hardware, high performance computing clusters (used for modeling, simulation, and numerical analysis) and set-up scientific peripherals (i.e. high-speed digital cameras and high-speed digital and analog instruments).
- Analyze incident(s) details, identify the root cause, and provide problem remediation.
- Document problems with technical details within the Web Help Desk ticketing system.
- Contact and consult with hardware vendors to remediate hardware issues.
- Provide customer service with friendly, courteous, and professional oral and written communication.
- Engineer, test, and evaluate; technology, processes, and procedures that address problems and proactively remediate prospective incidents.
- Manage the Information Assurance Vulnerability Management (IAVM) program.
- Assesses and provide proof-of-concept determinations.
Qualifications:
- A minimum of five (5) years of experience in Windows System Administration and/or technical support.
- Expert level knowledge and experience with operating systems, hardware, software applications, and networking concepts.
- MD-102 (Microsoft Windows Endpoint Administrator Associate) Certification or CompTIA A+ 220-1101 and 220-1102.
- DOD 8140 IAT-II certification (CompTIA Security+CE).
- DoD Interim Secret security clearance or higher..
At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices, resulting in CMMI Level 3 certification and ISO registrations including 9001:2015, 20000-1:2018, and ISO/IEC 27001:2013. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States.
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.