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

Paycom; Maryland; On-site; USD 62,000 - 68,000; Full time

Job summary

Paycom is seeking a Help Desk / Customer Support Technician (Tier 1-2) at Aberdeen Proving Ground, MD 21005. The role requires U.S. citizenship and an Active Secret clearance, with interim Secret before starting.

You will provide Tier 1–2 IT customer support at ATEC HQ, ATC, OEC, and WSMR and meet government SLAs for response and resolution. Responsibilities include logging and tracking requests in the government trouble ticket system, diagnosing hardware/software issues, and issuing CAC PINs.

Qualifications

• High school diploma or equivalent.
• U.S. citizenship.
• Ability to speak, read, write, and understand English proficiently.
• Proficiency with computers and Microsoft Office software.
• Active Secret clearance required; interim Secret before starting.
• DoD 8140 / 8570.01-M baseline certification appropriate to the assigned work role and CE certification within six months.

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.

Skills

Customer support

English proficiency

Microsoft Office

Active Secret clearance

Education

High school diploma or equivalent

Job description

Job Details: Job Location: Aberdeen Proving Ground, MD 21005, Position Type: Full Time, Salary Range: $44.70 - $49.70 Hourly, Position Title: Help Desk / Customer Support Technician (Tier 1-2) - (MD)

Location: Aberdeen Proving Ground, MD

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 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.

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.