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

People Technology and Processes LLC is hiring an onsite Help Desk / Customer Support Technician (Tier 1-2) for locations including ATEC HQ, ATC, OEC, and WSMR in Aberdeen Proving Ground, MD. This role supports end users as the central point of contact for day-to-day IT assistance, with a focus on meeting service level targets, resolving issues quickly, and keeping customers informed.

What you’ll do

You will manage incoming IT customer requests from end users and coordinate support through a Government-provided trouble ticket system. Your day-to-day work includes logging, tracking, prioritizing, and documenting requests so issues stay visible and actionable from intake through resolution.

• Receive, log, track, prioritize, and document all customer requests in the Government-provided trouble ticket system.
• Diagnose and resolve hardware, software, and communications issues, delivering Tier 1 resolution for 85% or more of requests.
• Meet SLA response targets: Critical (15-minute), High (1-hour), and Normal, including 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 manage Personal Electronic Device configurations.
• Escalate unresolved issues to higher-tier support and provide status updates to users.

Skills and qualifications

• High school diploma or equivalent (minimum)
• U.S. citizenship
• Ability to speak, read, write, and understand English proficiently
• Computer proficiency and ability to use Microsoft Office
• 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; CE certification must be obtained within six (6) months of appointment

Tools and technologies

• Government-provided trouble ticket system
• Microsoft Office
• CAC PINs
• Alternate Smart Card Logon
• SIPRNET
• Personal Electronic Device
• DoD 8140 and 8570.01-M
• Computing environment (CE) certification

Compensation: USD 44–49 per hour. This position is onsite at ATEC HQ, ATC, OEC, and WSMR in Aberdeen Proving Ground, MD.