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

Join a fast-paced IT support environment supporting mission teams across ATEC HQ, ATC, OEC, and WSMR. In this onsite role in Fort Hood, TX and White Sands Missile Range, NM, you will serve as the central point of contact for end-user technology requests and help meet Government-defined service level agreements for response and resolution.

What you’ll do

• Receive, log, track, prioritize, and document all customer requests in the Government-provided trouble ticket system.
• Diagnose and resolve hardware, software, and communications issues, targeting Tier 1 resolution for 85% or more of requests.
• Meet service level response targets: Critical (15-minute), High (1-hour), and Normal, including SLA uplift for VIP-designated incidents.
• Provide support for access and authentication needs, including issuing and resetting CAC PINs and assisting with Alternate Smart Card Logon and SIPRNET token processing.
• Support personnel in and out-processing and help manage Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and communicate status updates to end 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.
• Active Secret clearance (Tier 3 / T3R); interim Secret required before starting work.
• DoD 8140 / 8570.01-M baseline certification appropriate to the assigned work role and level, held prior to performance.
• Ability to obtain the required computing environment (CE) certification within six (6) months of appointment.

Tools and environment

• Microsoft Office
• SIPRNET

Location: Fort Hood, TX; White Sands Missile Range, NM (onsite)