Help Desk / Customer Support Technician (Tier 1-2)

People, Technology and Processes, LLC; Fort Cavazos (TX, NM); On-site; USD 52,000 - 75,000; Full time

Job summary

People Technology And Processes is seeking a Help Desk / Customer Support Technician (Tier 1-2) to support end-users at Fort Hood and associated facilities. You will log, prioritize, and resolve IT requests, and ensure compliance with established SLAs.

Applicants must hold U.S. citizenship and a Secret clearance (Tier 3 / T3R) with interim Secret eligibility before starting. DoD 8140/8570 baseline certification and CE compliance are required within six months.

Qualifications

• U.S. citizenship and ability to obtain Secret clearance.
• Active Secret clearance (Tier 3 / T3R); interim Secret required before starting.
• DoD 8140 / 8570.01-M baseline certification required prior to performance with CE certification within six months.
• Proficiency with computers and Microsoft Office software.

Responsibilities

• Receive, log, track, prioritize, and document all customer requests in Government-provided trouble ticket system.
• Diagnose and resolve hardware, software, and communications issues, achieving Tier 1 resolution for 85%+ of requests.
• Meet SLA targets (Critical 15-min, High 1-hour, Normal) with VIP uplift.
• Issue and reset CAC PINs and assist with Alternate Smart Card Logon and SIPRNET token processing.
• Support in- and out-processing of personnel and manage Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Skills

Help desk

Customer support

English proficiency

Secret clearance

DoD 8140/8570

Education

High school diploma or equivalent

Tools

Microsoft Office

Troubleshooting tools

Job description

Job Details

Job Location: Fort Hood, TX 76544, Position Type: Full Time, Position Title: Help Desk / Customer Support Technician (Tier 1-2)

Location

Fort Hood, TX; White Sands Missile Range, NM

Clearance

Clearance required: SECRET (Tier 3 / T3R investigation); interim Secret required before starting work.

Scope of Work

Provides Tier 1 and Tier 2 IT customer support at ATEC HQ, ATC, OEC, and WSMR, serving as the central point of contact for end-user requests and meeting Government-defined service level agreements for response and resolution.

Responsibilities

• Receive, log, track, prioritize, and document all customer requests in the Government-provided trouble ticket system.
• Diagnose and resolve hardware, software, and communications issues, achieving Tier 1 resolution for 85% or more of requests.
• Meet Critical (15-minute), High (1-hour), and Normal service level response targets, with SLA uplift for VIP-designated incidents.
• Issue and reset CAC PINs and assist with Alternate Smart Card Logon and SIPRNET token processing.
• Support in- and out-processing of personnel and managing Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Qualifications

• High school diploma or equivalent (minimum)
• U.S. citizenship
• Ability to speak, read, write, and understand English proficiently
• Proficiency with computers and Microsoft Office software
• Active Secret clearance (Tier 3 / T3R); interim Secret required before starting
• DoD 8140 / 8570.01-M baseline certification appropriate to the assigned work role and level, held prior to performance, with the required computing environment (CE) certification obtained within six (6) months of appointment.