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

People, Technology & Processes, LLC; Fort Cavazos Motorcycle and POV Campus (TX); On-site; USD 28,000 - 39,000; Full time

Job summary

People, Technology & Processes, LLC seeks a Help Desk / Customer Support Technician (Tier 1-2) for Fort Hood, TX and White Sands Missile Range, NM. The role requires an active Secret clearance and DoD 8140/8570-M certifications, with interim Secret prior to start.

You will log, track, and resolve IT requests per SLA and support CAC PINs and smart card logon processes. Responsibilities include handling end-user issues, provisioning device configurations, and coordinating with higher-tier teams.

Qualifications

• High school diploma or equivalent required.
• U.S. citizenship required.
• Ability to speak, read, write, and understand English proficiently.
• Proficiency with computers and Microsoft Office software.

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 SLA targets for response and resolution, with 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 manage Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Skills

Customer support

Troubleshooting

English proficiency

Office software

Education

High school diploma or equivalent

Tools

Trouble ticket system

Microsoft Office

Job description

Position Title: Help Desk / Customer Support Technician (Tier 1-2) Location: Fort Hood, TX; White Sands Missile Range, NM 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.