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. 

Qualifications

• 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.