Help Desk / Customer Support Technician (Tier 1-2)
Summary
A Tier 1-2 help desk technician provides on-site IT end-user support at Army facilities (Fort Hood, TX and White Sands Missile Range, NM), logging and resolving hardware, software, and communications tickets in a government trouble ticket system against strict SLAs, including CAC PIN resets and SIPRNET token support. A SECRET clearance (interim before start) is required.
Position Title: Help Desk / Customer Support Technician (Tier 1-2)
Location: Fort Hood, TX; White Sands Missile Range, NM
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.