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

People, Technology & Processes, LLC; Maryland; On-site; USD 52,000 - 76,000; Full time

Job summary

People, Technology & Processes, LLC seeks a Help Desk / Customer Support Technician (Tier 1-2) for Aberdeen Proving Ground, MD. You will be the central contact for end-user requests and ensure SLA-driven response and resolution.

Responsibilities include ticket logging, diagnosing hardware/software issues, and supporting CAC PINs and smart card logon. US citizenship and Secret clearance are required; DoD CE certification must be obtained within six months.

Qualifications

• US citizenship required; Secret clearance is mandatory.
• High school diploma or equivalent.
• Proficiency with computers and Microsoft Office.
• DoD 8140 / 8570.01-M CE certification within six months.
• Ability to speak, read, write English proficiently.

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-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

US citizenship

English proficiency

Active Secret clearance

Education

High school diploma or equivalent

DoD 8140 / 8570.01-M baseline certification

Tools

Microsoft Office

Job description

Description

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.