Help Desk Support Service Specialist - Intermediate

ASRC Federal•Huntsville, AL

4d•Onsite

About The Position

ASRC Federal Technology Solutions is looking for an experienced Help Desk Support Service Specialist - Intermediate to support the Army Contracting Command (ACC) CIO G6 at Redstone Arsenal, AL. 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.

Requirements

Bachelor’s degree in a related field from an accredited institution
Minimum of 3 years of IT infrastructure and support experience
Experience with Windows 10/11 troubleshooting and support
Experience with Mobile devices (iOS, MiFi)
Experience with Printers, scanners, and peripheral device support
Experience with Microsoft Entra ID (Azure AD)
Experience with Microsoft Intune
Experience with Microsoft 365
Experience with ITSM tools (e.g., ServiceNow)
Strong written and verbal communication skills
SECRET Clearance
IAT Level II required (Security+ preferred)
Computing Environment Certification (For Example, MD-100 and MD-101 or MD-102) preferred
Technician will be required to obtain Computer Imaging/Reimaging Certification (Training provided by local Regional Network Enterprise Center) within 30 days of starting

Nice To Haves

Experience working within a military/federal government structure and environment
Use productivity tools (Outlook, Excel, Word, etc.)
Experience managing VTC solutions and codecs, and Microsoft Teams Live Events.

Responsibilities

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
Obtain Computer Imaging/Reimaging Certification within 30 days of hire (training provided)