Help Desk & Support Tech (Tier 1-2) - Secret

People, Technology & Processes, LLC; Maryland; On-site; USD 40,000 - 65,000; Full time

Job summary

People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) to support Aberdeen Proving Ground, MD. Interim Secret clearance is required to start, with final SECRET clearance during employment.

The role focuses on frontline IT support and meeting Government-defined service level agreements. Responsibilities include logging, prioritizing, and resolving requests, CAC PIN resets, smart card logon assistance, and device configurations, with strict adherence to

Qualifications

• High school diploma or equivalent is required.
• U.S. citizenship is required.
• English language proficiency (speaking, reading, writing, comprehension).
• Proficiency with computers and Microsoft Office.

Responsibilities

• Receive, log, track, prioritize, and document all customer requests in government ticketing system.
• Diagnose and resolve hardware, software, and communications issues at Tier 1-2 level.
• Meet SLA targets for response and resolution, including VIP incidents.
• Issue and reset CAC PINs and assist with smart card logon and token processing.
• Support personnel processing and device configurations; escalate unresolved issues.

Skills

English proficiency

Microsoft Office

U.S. citizenship

Education

High school diploma or equivalent

Job description

People, Technology & Processes, LLC is seeking a Help Desk / Customer Support Technician (Tier 1-2) to support Aberdeen Proving Ground, MD. Interim Secret clearance is required to start, with final SECRET clearance during employment.

The role focuses on frontline IT support and meeting Government-defined service level agreements. Responsibilities include logging, prioritizing, and resolving requests, CAC PIN resets, smart card logon assistance, and device configurations, with strict adherence to