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

This role provides Tier 1 and Tier 2 IT customer support at ATEC HQ, ATC, OEC, and WSMR, acting as the central point of contact for end-user requests. Based onsite in Fort Hood, TX and White Sands Missile Range, NM, the technician will support day-to-day troubleshooting while meeting Government-defined service level targets for response and resolution.

What you’ll do

• Receive, log, track, prioritize, and document 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, with SLA uplift for VIP-designated incidents.
• Issue and reset CAC PINs, and assist users with Alternate Smart Card Logon and SIPRNET token processing.
• Support personnel in- and out-processing and manage Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Requirements

• 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.
• Hold the appropriate DoD 8140 / 8570.01-M baseline certification for the assigned role and level prior to performance, with the required computing environment (CE) certification obtained within six (6) months of appointment.

Technologies

• Microsoft Office
• SIPRNET

Location and clearance

This onsite position is located in Fort Hood, TX and White Sands Missile Range, NM. A SECRET (Tier 3 / T3R investigation) clearance is required, with an interim Secret needed to begin work.