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

People, Technology & Processes, LLC; Killeen (TX); On-site; USD 40,000 - 65,000; Full time

Job summary

People, Technology & Processes, LLC seeks a Help Desk / Customer Support Technician (Tier 1-2) to provide on-site IT support at Fort Hood, TX and related sites. You will log requests, diagnose issues, and strive for rapid resolution in line with government SLAs.

Requirements include a high school diploma, U.S. citizenship, English proficiency, and an active Secret clearance (Tier 3 / T3R; interim Secret before starting). DoD 8140/8570.01-M CE certification within six months is expected.

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.

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 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.

Skills

Ticketing system

Customer support

English proficiency

Education

High school diploma

Tools

CAC PIN management

SIPRNET token processing

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.