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

People, Technology & Processes, LLC; Maryland; Sur place; USD 40 000 - 65 000; Plein temps

Résumé du poste

People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) to support Aberdeen Proving Ground, MD. Interim Secret clearance is required to start, with final SECRET clearance during employment.

The role focuses on frontline IT support and meeting Government-defined service level agreements. Responsibilities include logging, prioritizing, and resolving requests, CAC PIN resets, smart card logon assistance, and device configurations, with strict adherence to

Qualifications

• High school diploma or equivalent is required.
• U.S. citizenship is required.
• English language proficiency (speaking, reading, writing, comprehension).
• Proficiency with computers and Microsoft Office.

Responsabilités

• Receive, log, track, prioritize, and document all customer requests in government ticketing system.
• Diagnose and resolve hardware, software, and communications issues at Tier 1-2 level.
• Meet SLA targets for response and resolution, including VIP incidents.
• Issue and reset CAC PINs and assist with smart card logon and token processing.
• Support personnel processing and device configurations; escalate unresolved issues.

Connaissances

English proficiency

Microsoft Office

U.S. citizenship

Formation

High school diploma or equivalent

Description du poste

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.
• 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.