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

Job Details: Job Location: Aberdeen Proving Ground, MD 21005, Position Type: Full Time, Salary Range: $44.70 - $49.70 Hourly, Position Title: Help Desk / Customer Support Technician (Tier 1-2) - (MD) Location: Aberdeen Proving Ground, MD 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. #J-18808-Ljbffr People, Technology and Processes, LLC