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ARTEMIS - Tier II Technical Support, Client Support

Company: SMS
Location: Calexico
Posted on: January 23, 2023

Job Description:


Provide Air Force Research Laboratory (AFRL) Rocket Lab with Tier II Technical Support by providing intermediate level customer support for hardware running Windows 10 or higher. Provide intermediate level customer service of incidents and problem remediation provided within the Web Help Desk (WHD) ticketing system. Intermediate level support requires an in-depth knowledge of IT concepts and more than basic troubleshooting skills gained through experience, certification, and formal training.

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

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* Provide intermediate level software and network support and troubleshooting
* Provides support, administration, and maintenance for AFRL Rocket Lab specialized information systems.
* Analyze incident(s) details, identify the root cause, and provide problem remediation
* Provides technical assistance to lower level operators and assisting programmers, systems analysts, and subject matter specialists with resolution of problems.
* Document the problem with the technical detail(s) within the Web Help Desk ticket
* Escalate problem(s) to Tier III for expert level troubleshooting
* Contact and consult with the hardware vendor to remediate hardware issues
* Manually install software updates, apply STIG configurations and security patches as required
* Provide customer service through the use of friendly, courteous, and professional oral and written communication


* A minimum of three (3) years of experience in Windows system administration and/or technical support
* In-depth knowledge and experience in a Windows OS environment
* Microsoft Certified Professional (or Technology Specialist) certification (or training) for Microsoft Windows 10 (or higher)
* DOD 8140 IAT-II certification (CompTIA Security+)

Keywords: SMS, Calexico , ARTEMIS - Tier II Technical Support, Client Support, Other , Calexico, California

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