Service Desk Technician

Job description

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™ Program: DEVCOM-CBC G-6 Location: On-site at Gunpowder, MD US Gov. Security Clearance: A DoD Secret or higher Position Type: Full-Time, Exempt ASRC Federal Technology Solutions LLC is looking for an experienced Help Desk Support Service Specialist with a minimum of a U.S. Government Secret security clearance to support their work with DEVCOM CPE CBRND Mission Support Center (MSC). In this role, you will serve as a senior member of the Mission Support Desk team, delivering Level II IT support across the DEVCOM CPE CBRND consolidated enterprise at South Aberdeen Proving Ground in Gunpowder, MD. You will support a broad and diverse user base across Windows, Apple, and Android environments, working across phone, remote assistance, and on-site channels to keep the enterprise fully operational. This is a hands-on senior technical support role embedded within the DEVCOM CPE CBRND Mission Support Center. You will handle Level II escalations, support VIP and mission-critical users, and work in close coordination with the cybersecurity, systems administration, imaging, and networking teams to deliver end-to-end support from first contact through resolution. A typical week involves responding to tickets submitted via phone, email, and walk-in, performing hardware and software troubleshooting across a wide range of devices and operating systems, tracking and documenting all actions in the DEVCOM CPE CBRND ticketing system, and coordinating with the Mission Support Desk Manager on issues requiring escalation or equipment replacement. You will also support hardware deployment cycles, including delivering and installing new computers and peripherals at DEVCOM CPE CBRND and customer locations, coordinating with the imaging warehouse team, and ensuring all hand receipt documentation is complete and accurate. This role requires someone who takes quality and accountability seriously, follows cybersecurity guidelines without exception, and communicates clearly with both technical teammates and non-technical end users. KEY RESPONSIBILITIES • Deliver Level II Mission Support Desk support via phone, remote assistance, and on-site service for DEVCOM CPE CBRND enterprise users, ensuring all contacts received during duty hours are responded to within defined timeframes • Log all calls, emails, and walk-in issues into the DEVCOM CPE CBRND ticketing system, assign appropriate categories, and ensure issues are addressed in priority order including VIP and mission-critical users • Provide hardware and software support for computers, laptops, printers, peripherals, and workstations across wired and wireless networks, utilizing automated and remote management tools to restore full device functionality • Support Windows 11, macOS, iOS, Android, and Microsoft Army 365 F5/G5 environments, including mobile devices such as BlackBerry, Apple, and Android platforms • Track and document all government and customer property in the ticketing system during repair and installation, ensuring hand receipt holders sign hand receipt forms with complete make, model, serial number, service tag, and barcode information • Coordinate equipment delivery and installation at DEVCOM CPE CBRND and customer locations, providing scheduling and two-week advance notification to affected customers • Work with the imaging warehouse team to update and maintain approved operating system images, providing feedback on software and configuration changes as directed by the Mission Support Desk Manager or TPOC • Ensure all cybersecurity guidelines and configurations are followed as directed by the government, and work with the DEVCOM CPE CBRND Cybersecurity team to ensure standalone workstations comply with DoD vulnerability management and antivirus policy • Research, document, and share solutions for recurring issues with teammates, managers, and the TPOC, contributing to the team's knowledge base and reducing repeat ticket volume • Escalate unresolved issues to the Mission Support Desk Manager or Program Manager and communicate technical issues clearly to appropriate stakeholders REQUIRED QUALIFICATIONS • Bachelor’s degree in Information Technology, Computer Science, or a related field or 4 additional years of experience in lieu of the degree • 1 year of IT support or help desk experience in a DoD or federal government environment • Experience supporting Windows 11, macOS, iOS, and Android operating systems • Experience using an enterprise IT service management ticketing system for logging, tracking, and resolving incidents and service requests PREFERRED QUALIFICATIONS • CompTIA Security+ certification • Experience supporting Microsoft Army 365 or equivalent Microsoft 365 Government Cloud environment • Familiarity with DEVCOM or Army IT enterprise environments • Experience with mobile device management (MDM) platforms • ITIL Foundation certification • Experience with DoD STIG compliance and vulnerability management processes CLEARANCE LEVEL • This position requires an active DOD Secret clearance or higher. An interim Secret clearance is acceptable until the full clearance is granted. No clearance sponsorships. EDUCATION REQUIREMENTS • Bachelor of Science degree in Information Technology, Computer Science, or a related field is required. Candidates without a qualifying degree may substitute an additional 4 years of Information Technology Service Desk experience (for a total of 5 years of experience) in lieu of the degree requirement. CERTIFICATION Required: • DoDI 8140.03 qualification for DCWF Work Role Technical Support Specialist (411 Intermediate). Accepted foundational qualifications include certifications mapped to Work Role 411 Intermediate in the current DoD 8140 Qualification Matrix, such as CompTIA Security+. Preferred: • ITIL Foundation • CompTIA Security+ WORK ENVIRONMENT AND PHYSICAL DEMANDS: • This position primarily operates in a professional office and service desk environment at Gunpowder, MD. The role involves extended use of computer equipment and may require the candidate to move between buildings and customer locations on the installation to deliver and install hardware. The candidate may need to transport equipment and materials as part of hardware deployment activities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.