Tier II Technical Support Specialist

SMS is looking for a Tier II Technical Support Specialist 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.

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 intermediate-level software and network support and troubleshooting.
• Provide support, administration, and maintenance for AFRL Rocket Lab specialized information systems.
• Analyze incident(s) details, identify the root cause, and provide problem remediation.
• Provide technical assistance to lower-level operators and assists programmers, systems analysts, and subject matter specialists with resolution of problems.
• Document problems with technical details within the Web Help Desk ticketing system.
• Escalate problem(s) to Tier III technicians for expert-level troubleshooting.
• Contact and consult with the hardware vendor to remediate hardware issues.
• 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.

Required Qualifications

• A minimum of three (3) years of experience in Windows system administration and/or technical support.
• In-depth knowledge and experience with all phases of 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.

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.