Service Desk Technician

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 a 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 timeframesLog 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 usersProvide 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 functionalitySupport Windows 11, macOS, iOS, Android, and Microsoft Army 365 F5/G5 environments, including mobile devices such as BlackBerry, Apple, and Android platformsTrack 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 informationCoordinate equipment delivery and installation at DEVCOM CPE CBRND and customer locations, providing scheduling and two-week advance notification to affected customersWork 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 TPOCEnsure 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 policyResearch, document, and share solutions for recurring issues with teammates, managers, and the TPOC, contributing to the team's knowledge base and reducing repeat ticket volumeEscalate 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 degree1 year of IT support or help desk experience in a DoD or federal government environmentExperience supporting Windows 11, macOS, iOS, and Android operating systemsExperience using an enterprise IT service management ticketing system for logging, tracking, and resolving incidents and service requests

PREFERRED QUALIFICATIONS

CompTIA Security+ certificationExperience supporting Microsoft Army 365 or equivalent Microsoft 365 Government Cloud environmentFamiliarity with DEVCOM or Army IT enterprise environmentsExperience with mobile device management (MDM) platformsITIL Foundation certificationExperience 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.

CERTIFICATIONRequired:

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 FoundationCompTIA 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.