Client Support Technician

SMS is seeking a Tier 1 Client Support Technician (CST) to support the Air Force Research Laboratory (AFRL) Phillips Research Site (PRS) at Kirtland Air Force Base, New Mexico.

The Tier 1 CST serves as a primary point of contact for IT support requests, providing technical assistance, troubleshooting, and resolution of end-user hardware, software, account access, and connectivity issues.

This position supports a diverse computing environment consisting of Windows, Linux, and Apple systems, government-approved applications, mobile devices, and associated peripherals across classified and unclassified networks.

The ideal candidate is technically capable, customer-focused, organized, and comfortable working in a mission-critical environment where accurate documentation, timely issue resolution, and adherence to established security procedures are essential.

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

Customer Support and Incident Management

• Serve as a primary point of contact for IT incidents and service requests received through telephone, email, Microsoft Teams, walk-ins, and approved service management tools.

• Provide courteous, professional, and effective technical assistance to AFRL personnel, including technical staff, researchers, and administrative users.

• Identify, troubleshoot, and resolve common hardware, software, account, and connectivity problems using approved procedures and available troubleshooting resources.

• Create, categorize, prioritize, update, and document work orders in the government-approved ticketing system (ServiceNow).

• Maintain accurate ticket records, including troubleshooting performed, actions taken, customer communications, and resolution details.

• Monitor assigned work orders and provide timely customer updates in accordance with established service performance requirements.

• Recognize incidents requiring elevated attention, identify potential service outages, and coordinate notifications through established procedures.

• Escalate issues requiring advanced troubleshooting, additional privileges, or specialized expertise to Tier 2, Tier 3, or other designated support organizations.

• Coordinate with other technical teams to ensure effective handoffs and timely resolution of customer issues.

Desktop, Hardware, and Software Support

• Install, configure, image, maintain, and troubleshoot government-approved desktop computers, laptops, operating systems, and peripheral devices.

• Diagnose and resolve common Windows workstation issues and provide initial troubleshooting support for Linux and Apple systems within assigned responsibilities.

• Install, configure, and troubleshoot approved Commercial Off-the-Shelf (COTS), Government Off-the-Shelf (GOTS), and Microsoft 365 applications.

• Troubleshoot basic network connectivity, user authentication, email, printing, and application access issues.

• Install and troubleshoot printers, multifunction devices, monitors, docking stations, and other supported peripherals.

• Assist with workstation deployments, equipment replacements, and hardware refresh activities.

• Provide initial troubleshooting and configuration assistance for authorized government mobile devices, including Apple iOS devices.

• Support approved system updates, software installations, and endpoint maintenance activities in accordance with established procedures.

Account and Access Support

• Assist with user account creation, modification, deactivation, and access requests in accordance with established authorization and approval processes.

• Process required account documentation and verify the completeness of submitted requests.

• Support authorized changes to user permissions, distribution groups, and organizational mailbox access.

• Troubleshoot common user login, authentication, Common Access Card (CAC), and Public Key Infrastructure (PKI) issues.

• Coordinate requests requiring elevated privileges or specialized administrative actions with appropriate support personnel.

Security and Compliance

• Perform assigned support activities in accordance with applicable DoD, Department of the Air Force, AFRL, and local information security policies and procedures.

• Follow established security requirements when supporting classified, unclassified, and standalone information systems.

• Ensure software installations, workstation configurations, and troubleshooting activities comply with approved system baselines and authorization requirements.

• Follow approved procedures for handling government IT equipment, storage media, and sensitive information.

• Identify and promptly report suspected security incidents, unauthorized software, or potential policy violations through established reporting channels.

Documentation and Team Collaboration

• Create, review, and maintain knowledge base articles, troubleshooting procedures, and end-user support documentation.

• Document recurring technical issues and proven resolutions to improve first-contact support and reduce repeat incidents.

• Collaborate with Tier 1 technicians, system administrators, network personnel, cybersecurity personnel, and other support teams to resolve technical issues.

• Participate in technical training, knowledge-sharing activities, and continuous service improvement efforts.

• Provide basic technical guidance and instruction to end users on approved applications and standard IT procedures.

Work Environment

The position supports AFRL/PRS operations within a government-controlled computing environment at Kirtland Air Force Base. Duties include direct customer interaction, remote troubleshooting, on-site workstation support, and work in authorized classified or unclassified facilities.

The technician is expected to maintain a professional customer-service approach while following established operational, security, documentation, and escalation procedures.

Required Qualifications

• Two or more years of experience in IT technical support, desktop support, helpdesk operations, or a closely related technical support role.

• Working knowledge of Windows operating systems, Microsoft 365 applications, workstation hardware, and common peripheral devices.

• Familiarity with basic networking concepts, including TCP/IP, DNS, DHCP, and troubleshooting network connectivity.

• Experience documenting technical incidents, troubleshooting steps, and resolutions using an IT service management or ticketing system.

• Ability to troubleshoot technical problems systematically and determine when escalation is appropriate.

• Strong verbal and written communication skills, with the ability to explain technical issues to nontechnical users.

• Ability to manage multiple requests, prioritize assigned work, and maintain accurate documentation.

• Ability to work both independently and collaboratively in a structured support environment.

• Possess or ability to acquire and maintain a DoD security clearance

Desired Qualifications

• Experience supporting DoD, federal government, or other regulated IT environments.

• Experience with ServiceNow, Remedy, or comparable IT service management platforms.

• Familiarity with Active Directory, user account management, and group permissions.

• Experience with workstation imaging, deployment, and endpoint configuration tools.

• Familiarity with CAC/PKI authentication, government-approved software, and security-controlled computing environments.

• Experience supporting Linux, macOS, iOS, and Microsoft 365 applications.

• Familiarity with ITIL-based incident management and service delivery practices

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.