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 in Aberdeen Proving Ground, MD is seeking a Help Desk / Customer Support Technician (Tier 1-2). The role requires SECRET clearance (Tier 3 / T3R; interim Secret before starting) and DoD 8140/8570.01-M CE certification as applicable.

You will be the central point of contact for end-user requests and ensure government SLAs for response and resolution are met. Responsibilities include logging, tracking and prioritizing requests in the government trouble ticket

Qualifications

• Log, track, prioritize and document all customer requests in the government trouble ticket system.
• Diagnose and resolve hardware, software and communications issues for Tier 1.
• Meet SLA targets for response and resolution including VIP incidents.
• Issue and reset CAC PINs and assist with smart card logon and SIPRNET token processing.
• Support personnel processing and device configurations.
• DoD 8140/8570.01-M baseline certification with CE cert within 6 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%+ of requests.
• Meet service level targets for response with SLA uplift for VIP incidents.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Skills

English proficiency

General computer skills

MS Office

US citizenship

Education

High school diploma or equivalent

Tools

Trouble ticket system

CAC PIN & smart card tooling

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 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.