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™ ASRC Federal is looking for an experienced Service Desk Technician to support their work with DEVCOM-CBC G-6. In this role, you will serve as a senior member of the IT Mission Support Desk (ITMSC) team, delivering Level II IT support across the DEVCOM-CBC consolidated enterprise at Aberdeen Proving Ground. 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-CBC G-6 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-CBC ticketing system, and coordinating with the Mission Support Desk Manager on issues requiring escalation or equipment replacement. KEY RESPONSIBILITIES • Deliver Level II Mission Support Desk support via phone, remote assistance, and on-site service for DEVCOM-CBC enterprise users in accordance with DoD 8140.01, ensuring all contacts received during duty hours are responded to within PWS-defined timeframes • Log all calls, emails, and walk-in issues into the DEVCOM-CBC ticketing system, assign appropriate categories, and ensure issues are addressed in priority order including VIP and mission-critical users in a fast paced environment • 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, iOS, Android, and Microsoft Army 365 F5/G5 environments, including mobile devices such as Apple, and Android platforms • Track and document all customer interactions within the ticket system • Coordinate equipment delivery and installation at DEVCOM-CBC 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-CBC 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 • 1-2 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+ • 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 • Experience with ServiceNow or Web Help Desk ticket system CLEARANCE LEVEL • Minimum of an active or interim DoW SECRET clearance, or the ability to obtain and maintain a DoW SECRET clearance within the necessary timeframe required by applicable contract. EDUCATION REQUIREMENTS • Bachelor of Science degree in Information Technology, Computer Science, or a related field. Candidates without a qualifying degree may substitute an additional 5 years of Information Technology service desk 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 CND, Security+, GFACT, or GSEC. • Computing environment certification or certificate of training relevant to job duties and approved by the DEVCOM-CBC Information System Security Manager (ISSM) within 6 months of appointment Preferred: • CompTIA Security+ • Active or interim Secret security clearance WORK ENVIRONMENT AND PHYSICAL DEMANDS: • This position primarily operates in a professional office and service desk environment at Aberdeen Proving Ground, 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.