Help Desk​/Customer Support Technician; Tier 1-2

Position: Help Desk / Customer Support Technician (Tier 1-2)
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.