SMS Data Products Group BLITS - IT Support Specialist - Jr in Bedford, Massachusetts
SMS is a fast growing, veteran-owned business that's has supported Federal Government's IT initiatives for over four decades. We work side-by-side with our Federal clients as a trusted, long-term partner to offer innovative advice and leadership to solve their most pressing and complex problems. We orchestrate people, strategies, technologies and best-of-breed business processes. The SMS advantage in management and technology consulting includes deep domain expertise in complex networking design and unifying communities of interest.
We have strong capabilities in design & build, planning, governance, quality management, security, analytics, virtualization, operations and business process improvement. For 40 years, SMS has brought customer satisfaction to Federal clients and formed lasting alliances with leading technology companies and talented small businesses to deliver joint, leading-edge, cost-effective services and products.
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As part of a a tri-zone help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classifed and unclassifed systems
Support client voice issues, to include analog, VoIP and SIP services
Assists in workstation life-cycle rotations
Ensures team provides support for remote clients and users
Supports and complies with IT procedures for team and client usage
Installs and configures systems in compliance with AFNet polices and asset management requirements
Supports team in lifecycle management of existing and new hardware inventory using standard desktop images and entprise client management tools to build, patch secure and deploy desktop computer systems to include computer peripheral equipment
Prepares and processes Information Technology assets for resource reutilization
Ensures workstations, peripherals, communications devices, and operating system/application software are properly configured for network operation, are on-line, and are available to users
Periodically reviews processes and procedures and client configurations for completeness, effectiveness and compliance with information assurance polices and DISA STIGs
Serves as the system troubleshooter, a critical role in keeping client systems operational
Contacts the customer organization Point of Contact to coordinate hardware maintenance when necessary
Implements software patches and security fixes
Ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory
Handle daily maintenance and monitoring of managed hardware and software
Work daily phone shifts for IT support desk, provide premier customer service and IT assistance
Assist in workstation and server life-cycle rotations
Provide support to Hanscom network users for desktop computer, mobile computing devices, peripheral equipment, hardware and software-related errors, configuration and connectivity problems/issues, via telephone, email, and desk-side
Take ownership of problems, meet contract ticket resolution metric timelines on a daily basis
Respond to assigned Remedy work orders, resolving issues and documenting resolution details in the work order
Prepare, image, and install desktop and laptop computer systems and computer peripheral equipment
Prepare and process IT for resource reutilization
Windows desktop operating systems (Windows 7/10)
Working knowledge of Microsoft Active Directory
Microsoft Office products (2010/2013 and Office 365 cloud applications)
Working knowledge MS Sharepoint
Ability to resolve issues quickly and efficiently
Proficient with computer and server hardware
Strong troubleshooting skills
Strong willingness to learn, follow and lead when needed
Strong customer service skills
Strong written and verbal communication skills
Valid up-to-date CompTIA Security certification a must before start date on contract, "lifetime certification in Sec+" is not valid for the DoD, must have initial Sec+ certification valid within three years or have maintained CompTIA membership and Continuing Education Credits
1-4 years of experience and education requirements for this slot as bid on BLITS
SMS is an Equal Opportunity Employer.
SMS is a veteran-owned network integrator established in 1976. With an employee retention rate averaging over 5 years, our ability to hire quality people and retain them in a rapidly evolving IT market proves why we are a world-class information technology company. At SMS, we place a high value on quality of service, customer satisfaction, and best-of-breed policies and practices. As a result, SMS is proud to be ISO 9001:2008 Registered and a CMMI Level 3 certified company, ensuring that we continue to meet and exceed the expectations of our customers, partners and employees.
Required / Preferred Certifications: 8570 Required
Experience Level: Junior
8140 (Formerly 8570) Compliance: IAT 2
External Company Name: SMS Data Products Group, Inc.
External Company URL: www.sms.com