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 42,000 - 70,000; Full time

Job summary

People, Technology & Processes, LLC seeks a Help Desk / Customer Support Technician (Tier 1-2) for Fort Hood, TX and nearby sites. The role requires SECRET clearance and proficiency in English, with central responsibility for end-user IT requests and SLA adherence.

You will diagnose and resolve hardware/software issues, reset CAC PINs, and support device configurations across DoD networks. On-site work with strict security requirements and government systems.

Qualifications

• U.S. citizenship is required.
• Ability to speak, read, write, and understand English proficiently.
• Active Secret clearance (Tier 3 / T3R); interim Secret required before starting.

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 service level response targets: Critical (15-minute), High (1-hour), and Normal; 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

MS Office proficiency

English proficiency

Education

High School Diploma or Equivalent

Tools

DoD 8140 / 8570-01-M CE certification

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. 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.