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

- **Company:** People, Technology & Processes
- **Location:** Aberdeen Proving Ground, MD, United States
- **Contract:** Contract
- **Skills:** Desktop Computing, Issue Tracking Systems, Microsoft Office, Smart Cards, SC Clearance, 3-tier Architectures
- **Published:** September 25, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9192007/help-desk-customer-support-technician-tier-1-2-md

## About the Role

* 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.

## Description

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.


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