Help Desk & IT Support Tech (Tier 1-2) — Secret Clearance
People, Technology & Processes, LLC
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Job summary
People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) for the MD area with SECRET clearance. The role supports ATEC HQ, ATC, OEC, and WSMR, handling government SLAs for response and resolution.
Responsibilities include logging and tracking requests, diagnosing issues, handling CAC PINs, smart card logon, SIPRNET tokens, and device configurations. Requires US citizenship and DoD CE certification within six months.
Qualifications
- High school diploma or equivalent.
- U.S. citizenship required.
- Proficiency in spoken and written English.
- Experience providing Tier 1/2 IT support.
- Active Secret clearance (Tier 3 / T3R) with interim Secret before start.
- DoD 8140/8570.01-M CE certification or equivalent within six months.
Responsibilities
- Receive and log customer requests in government ticket system.
- Diagnose hardware, software, and communications issues to Tier 1 resolution.
- Meet SLA targets for response and resolution, including VIP incidents.
- Issue and reset CAC PINs and assist with smart card logon and SIPRNET tokens.
- Assist with personnel processing and device configurations.
- Escalate unresolved issues to higher-tier support and provide status updates.
Skills
Education
Tools
Job description
People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) for the MD area with SECRET clearance. The role supports ATEC HQ, ATC, OEC, and WSMR, handling government SLAs for response and resolution.
Responsibilities include logging and tracking requests, diagnosing issues, handling CAC PINs, smart card logon, SIPRNET tokens, and device configurations. Requires US citizenship and DoD CE certification within six months.
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