Help Desk & IT Support Tech (Tier 1-2) - SECRET

People, Technology & Processes; New Mexico; On-site; USD 52,000 - 72,000; Full time

Job summary

People, Technology & Processes is seeking a Help Desk / Customer Support Technician (Tier 1-2) for on-site work at Fort Hood, TX and White Sands Missile Range, NM. The role supports Government-defined SLAs, resolves hardware and software issues, and assists with smart card/token processing while maintaining secure DoD compliance.

The position requires US citizenship, English proficiency, and an active Secret clearance (Tier 3 / T3R; interim Secret required before starting).

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

• Provide Tier 1-2 IT customer support and log/track requests in government system.
• Diagnose and resolve hardware, software, and communications issues to achieve Tier 1 resolution.
• Meet SLA targets for response and resolution, with escalation as needed.
• Issue and reset CAC PINs and assist with Alternate Smart Card Logon and SIPRNET token processing.
• Support in-processing/out-processing of personnel and manage device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates.

Skills

English proficiency

Computer literacy

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

Job description

People, Technology & Processes is seeking a Help Desk / Customer Support Technician (Tier 1-2) for on-site work at Fort Hood, TX and White Sands Missile Range, NM. The role supports Government-defined SLAs, resolves hardware and software issues, and assists with smart card/token processing while maintaining secure DoD compliance.

The position requires US citizenship, English proficiency, and an active Secret clearance (Tier 3 / T3R; interim Secret required before starting).