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

People, Technology & Processes, LLC; Maryland; On-site; USD 42,000 - 65,000; Full time

Job summary

People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) for the MD area with SECRET clearance. The role supports ATEC HQ, ATC, OEC, and WSMR, handling government SLAs for response and resolution.

Responsibilities include logging and tracking requests, diagnosing issues, handling CAC PINs, smart card logon, SIPRNET tokens, and device configurations. Requires US citizenship and DoD CE certification within six months.

Qualifications

• High school diploma or equivalent.
• U.S. citizenship required.
• Proficiency in spoken and written English.
• Experience providing Tier 1/2 IT support.
• Active Secret clearance (Tier 3 / T3R) with interim Secret before start.
• DoD 8140/8570.01-M CE certification or equivalent within six months.

Responsibilities

• Receive and log customer requests in government ticket system.
• Diagnose hardware, software, and communications issues to Tier 1 resolution.
• Meet SLA targets for response and resolution, including VIP incidents.
• Issue and reset CAC PINs and assist with smart card logon and SIPRNET tokens.
• Assist with personnel processing and device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates.

Skills

Tier 1 support

Tier 2 support

English proficiency

DoD 8140/8570 baseline

Active Secret clearance

US citizenship

Education

High school diploma

Tools

Microsoft Office

Job 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 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.