Full-Time
Cleared On Site Senior Service Desk Support Leader
Posted on 12/21/2024
SMX
1,001-5,000 employees
Provides technology solutions for defense sector
Compensation Overview
$90k - $160kAnnually
Senior
No H1B Sponsorship
Quantico, VA, USA
This position is onsite in Quantico, VA 5 days a week.
US Top Secret Clearance Required
- Active Top Secret Clearance with SCI eligibility
- 5+ years’ experience providing IT service desk support in enterprise-level environments.
- Proficiency with ticketing systems like Jira, Ivanti, or Microsoft Service Manager
- Strong troubleshooting experience with Microsoft Infrastructure, virtualization tools (Hyper-V), and scientific applications
- Demonstrated ability to support after-hours and emergency IT operations
- Excellent communication skills for direct user interaction and issue resolution.
- Bachelor’s degree in IT, Computer Science, or related field, or equivalent experience.
- Certifications such as: CompTIA A+, Network+, Security+, Azure Fundamentals, AWS Cloud Practitioner
- Provide responsive IT support for Level 1, Level 2, and Level 3 service requests, including troubleshooting hardware, software, and scientific instrumentation issues
- Track and resolve incidents using the ITSU ticketing system (e.g., Jira) while ensuring compliance with Service Level Agreements (SLAs)
- Operate the service desk to cover core hours (6 AM – 6 PM ET) and after-hours support for emergencies
- Develop and maintain Standard Operating Procedures (SOPs) for consistent issue resolution
- Monitor service desk performance, analyze metrics such as response time and user satisfaction, and report monthly improvements
- Provide remote support for off-site users using approved tools to ensure broad accessibility
- Consolidate multiple IT service desks into a single, unified service desk framework for increased efficiency
- Collaborate with other IT teams to identify systemic issues and improve overall IT service delivery
- Supervise team of 4-5 support personnel across multiple locations.
SMX Tech provides advanced technology solutions aimed at improving business operations and mission capabilities, primarily in the technology and defense sectors. Their offerings include a platform and capability enhancement services that help clients, such as government agencies and defense contractors, achieve operational efficiency and mission success. SMX Tech generates revenue through long-term contracts and partnerships, exemplified by their recent agreements with Fusion Technology and Torchlight AI. The company is distinguished by its commitment to quality, holding several certifications like CMMI Maturity Level 3 and ISO 9001, which ensure their solutions meet high standards. Additionally, SMX Tech has been recognized as a top workplace, reflecting their focus on employee satisfaction and a positive work environment. Their goal is to be a trusted partner in enhancing the operational capabilities of their clients.
Company Stage
Acquired
Total Funding
N/A
Headquarters
Hollywood, Maryland
Founded
1995
Simplify's Take
What believers are saying
- SMX secured a six-year agreement with Fusion Technology, showcasing long-term contract success.
- The acquisition of Outside Analytics expands SMX's capabilities in the national security space.
- SMX's new facility in Fayetteville enhances its operational capacity and regional presence.
What critics are saying
- Dependence on government contracts may expose SMX to policy and budget changes.
- Rapid expansion through acquisitions could strain SMX's integration and management capabilities.
- Competition in the technology and defense sectors may impact SMX's market share.
What makes SMX unique
- SMX offers a unique blend of C5ISR, advanced engineering, and computing services.
- The company holds prestigious certifications like CMMI Maturity Level 3 and ISO 27001.
- SMX's Elevate product line simplifies cloud access for mission modernization.
Help us improve and share your feedback! Did you find this helpful?