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ASRC Federal Technology Solutions is looking for a Help Desk Support Service Specialist with a minimum of a Secret clearance to support the Communications Electronics Command (CECOM) at Aberdeen Proving Ground, MD. The technician provides Tier 1 and Tier 2 desktop support services for Windows 11 devices. The technician will assist with lifecycle management including re-imaging laptops and desktops to standard baselines as directed by the Regional Network Enterprise Center (RNEC), supporting both NIPR and SIPR networks and standalone systems.
The technician will also assist with mobile device troubleshooting, printer/scanner support, and updates to asset/configuration management systems. Working within Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune, and Microsoft 365, the specialist will troubleshoot and resolve issues across a variety of devices. They will also support software patching above baseline requirements and participate in escalated support efforts across teams.

BASIC QUALIFICATIONS

• Bachelor’s degree in a related field from an accredited institution, 5 years of relevant experience without a degree.
• Minimum of 1 year of IT infrastructure and support experience
• Experience with:
• Windows 10/11 troubleshooting and support
• Mobile devices (iOS, MiFi)
• Printers, scanners, and peripheral device support
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Microsoft 365
• ITSM tools (e.g., ServiceNow)
• Strong written and verbal communication skills

PREFERRED QUALIFICATIONS

• Experience working within a military/federal government structure and environment
• Use productivity tools (Outlook, Excel, Word, etc.)

EDUCATION REQUIREMENTS

• A bachelor’s degree in a related field from an accredited institution or 5 years of relevant work experience without a degree.

• Troubleshoot and resolve IT issues for Windows 11 desktops and laptops
• Re-image devices according to RNEC baseline configuration standards
• Support mobile device troubleshooting and setup (iOS, MiFi)
• Provide support for printers, scanners, and miscellaneous IT devices
• Apply patches to software classified as above-baseline
• Utilize Microsoft Entra ID, Microsoft Intune, and Microsoft 365 to administer and troubleshoot user environments
• Work within an IT ticketing system (e.g., ServiceNow) to log and resolve incidents
• Update asset and configuration databases for hardware lifecycle changes
• Collaborate with internal teams to escalate and resolve complex issues