Tier 1-2 Help Desk Tech — Secret Clearance (MD)

People, Technology & Processes, LLC

Maryland

On-site

USD 42,000 - 65,000

Full time

40 hours ago

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Job summary

People, Technology & Processes, LLC in Aberdeen Proving Ground, MD is seeking a Help Desk / Customer Support Technician (Tier 1-2). The role requires SECRET clearance (Tier 3 / T3R; interim Secret before starting) and DoD 8140/8570.01-M CE certification as applicable.

You will be the central point of contact for end-user requests and ensure government SLAs for response and resolution are met. Responsibilities include logging, tracking and prioritizing requests in the government trouble ticket

Qualifications

Log, track, prioritize and document all customer requests in the government trouble ticket system.
Diagnose and resolve hardware, software and communications issues for Tier 1.
Meet SLA targets for response and resolution including VIP incidents.
Issue and reset CAC PINs and assist with smart card logon and SIPRNET token processing.
Support personnel processing and device configurations.
DoD 8140/8570.01-M baseline certification with CE cert within 6 months.

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%+ of requests.
Meet service level targets for response with SLA uplift for VIP incidents.
Escalate unresolved issues to higher-tier support and provide status updates to users.