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SMS Data Products Group IT Support Specialist Floor Chief in Massachusetts

SMS is seeking a highly motivated, secret cleared and DoD 8140 certified (Sec+) (previously “8570”) IT Support Service Desk Floor Chief to join the 66th Air Base Group/SC Directorate (Hanscom AFB) Client Service Center (CSC) Service Desk operations team to provide ITIL based, quality, timely and meaningful leadership, management, and daily floor chief service delivery in support of the Service Desk Manager and contract manager teams supporting IT Client systems for 5600+ users on both unclassified and classified systems.

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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POSITION DESCRIPTION

  • Performs the function of Client Systems Service Delivery Technical Subject Matter Expert and Service Desk Floor Chief leadership role at all times on behalf of the Service Desk Manager/Contract Leadership

  • Liaison between the technicians and the Service Desk Manager

  • Ensures unity of function and purpose of the integrated Comm Focal Point, Service Desk, and IT Asset Management Teams and Technical Refresh Teams

  • Manage the Service Desk team with guidance from the Service Desk Manager – may include assigning or changing phone shifts, spinning up project teams and/or other management tasks as assigned.

  • Staff “split / rotational” Client Service Center (Service Desk) phone shifts (coverage windows for phones run 0730-1630 hours) depending on shift needs, published weekly on Thursdays – adjusted daily as needed

  • Conducts/leads client service technician interviews/screening for new candidates. Makes hiring recommendations based on results (technical knowledge, character, customer service skills, and team fit)

  • Ensures compliance with ticket procedures, creating tickets immediately when contact is made with the customer, updating tickets immediately after working on the issue, and reviewing the tickets assigned daily in accordance with established and evolving BLITS 2.0 Performance Work Statement derived ticket hygiene processes and procedures

  • As part of an enterprise help desk team, handles daily maintenance and monitoring of managed hardware and software for Hanscom AFB clients and customers, both classified and unclassified systems

  • Ensures section level compliance with all ticket and call center metrics (measured in daily reports)

  • Conducts daily sectional level ticket reviews, assigns/reassigns tickets as needed, and keep customers up to date on any and all changes

  • Support client voice issues, to include VoIP and SIP services

  • Conducts troubleshooting and repairs over the phone either remotely utilizing Dameware or in person as applicable

  • Deliver quality timely customer service while also meeting contract threshold metrics for phone and ticket resolutions

  • Using Unit Software License Management procedures, install and troubleshoot authorized software for customers in a timely manner; ensures all software installed on customer organization systems is appropriately licensed, authorized, and recorded in the base software license inventory

  • Support classified desktops / laptops which may be physical hardware based or virtualized desktop instantiations (VDI)

  • 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

  • Contacts the customer organization point of contact or OEM/VAR to coordinate hardware maintenance when necessary

  • Implements software patches and security fixes when it cannot be done using enterprise SCCM

  • Support expanded / related IT project efforts as/if directed

  • Install, configure, and troubleshoot multi-function devices and printers

  • Ensure all changes to devices are annotated in Equipment Custodian Asset Management System (ECAM) to include computer names, and IP information for printers, leveraging the use of scanner and bar code systems to the fullest extent possible – manually in all other cases

SKILLS

  • Windows Desktop Operating Systems (Windows 10)

  • Working knowledge of Microsoft Active Directory

  • Microsoft Office Products (O365/2016/2019) Teams, and Outlook

  • Ability to resolve issues quickly and efficiently to comply with metric requirements

  • Proficient with computer, network and server hardware

  • Strong troubleshooting skills on both hardware and software

  • Leadership skills

  • Strong customer service skills

  • Strong written and verbal communication skills

  • Self-motivated to work on behalf of the customer, the contract and section performance

  • Ability to work in a team environment

  • Show a penchant to stay up to date with evolving processes and procedures for regular troubleshooting and repairs

EDUCATION AND WORK EXPERIENCE

  • Secret Level DoD Security Clearance - required (ability to get clearance with waiver possible if background check shows potential)

  • CompTIA Security + certification - required (valid certification on day one of employment)

  • Bachelor’s degree and 6 years of experience or 8+ years direct experience with no degree

  • CompTIA A+, and CompTIA Network+ certifications desired

  • Help Desk Institute Certifications desired

  • ITIL Certification desired

SMS is an Equal Opportunity Employer.

ID: 2021-3594

Required / Preferred Certifications: REQUIRED: Security +; PREFERRED: HDI and ITILv4

Experience Level: Senior

External Company Name: SMS Data Products Group, Inc.

Telecommute: No

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