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

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.