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

People, Technology & Processes; New Mexico; On-site; USD 52,000 - 72,000; Full time

Job summary

People, Technology & Processes is seeking a Help Desk / Customer Support Technician (Tier 1-2) for on-site work at Fort Hood, TX and White Sands Missile Range, NM. The role supports Government-defined SLAs, resolves hardware and software issues, and assists with smart card/token processing while maintaining secure DoD compliance.

The position requires US citizenship, English proficiency, and an active Secret clearance (Tier 3 / T3R; interim Secret required before starting).

Qualifications

• High school diploma or equivalent required.
• U.S. citizenship required.
• Ability to speak, read, write, and understand English proficiently.
• Proficiency with computers and Microsoft Office software.

Responsibilities

• Provide Tier 1-2 IT customer support and log/track requests in government system.
• Diagnose and resolve hardware, software, and communications issues to achieve Tier 1 resolution.
• Meet SLA targets for response and resolution, with escalation as needed.
• Issue and reset CAC PINs and assist with Alternate Smart Card Logon and SIPRNET token processing.
• Support in-processing/out-processing of personnel and manage device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates.

Skills

English proficiency

Computer literacy

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

Position Title: Help Desk / Customer Support Technician (Tier 1-2)Location: Fort Hood, TX; White Sands Missile Range, NMClearance 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 include (but are not limited to):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.High school diploma or equivalent (minimum)U.S. citizenshipAbility to speak, read, write, and understand English proficientlyProficiency with computers and Microsoft Office softwareActive Secret clearance (Tier 3 / T3R); interim Secret required before startingDoD 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.