Help Desk Support Service Specialist - Intermediate

ASRC Federal•Rock Island, IL

3d•Onsite

About The Position

ASRC Federal Technology Solutions is seeking an experienced Help Desk Support Service Specialist to support the Army Contracting Command (ACC). The technician provides Tier 2 and Tier 3 desktop support for Windows 11 devices, including lifecycle management and re-imaging laptops and desktops to Regional Network Enterprise Center (RNEC) standard baselines. Support covers NIPR and SIPR networks, standalone systems, mobile devices, printers, scanners, and related equipment. The specialist uses Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune, and Microsoft 365 to troubleshoot and resolve issues across devices and user environments. The role also includes above-baseline software patching, asset and configuration management updates, and participation in escalated support efforts across teams. The technician serves as the ACC Orlando Video Teleconferencing (VTC) and Audio Visual (AV) specialist, supporting conferences over unclassified and classified VTC solutions, including Microsoft Teams. Requests must be recorded in ServiceNow, and escalated response timeframes are provided to VIP customers across IT and VTC tickets. The posting identifies the position as full-time and on-site, while naming Orlando, Florida, in the introduction and Rock Island, Illinois, in the work-environment section.

Requirements

Bachelor’s degree in a related field from an accredited institution, or an equivalent combination of experience and education.
At least 3 years of IT infrastructure and support experience.
Experience troubleshooting and supporting Windows 10/11.
Experience with mobile devices, including iOS and MiFi.
Experience supporting printers, scanners, and peripheral devices.
Experience with Microsoft Entra ID (Azure AD), Microsoft Intune, and Microsoft 365.
Experience with ITSM tools such as ServiceNow.
Strong written and verbal communication skills.
Secret clearance.

Nice To Haves

Experience working within a military or federal government structure and environment.
Experience using productivity tools such as Outlook, Excel, and Word.
Experience managing VTC solutions and codecs, and Microsoft Teams Live Events.
Preferred IAT Level II certification; Security+ is preferred.
Preferred Computing Environment Certification, for example MD-100 and MD-101 or MD-102.

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, including iOS and MiFi.
Provide support for printers, scanners, and miscellaneous IT devices.
Apply patches to software classified as above-baseline.
Use Microsoft Entra ID, Microsoft Intune, and Microsoft 365 to administer and troubleshoot user environments.
Use an IT ticketing system such as ServiceNow to log and resolve incidents, and ensure requests are recorded.
Update asset and configuration databases for hardware lifecycle changes.
Collaborate with internal teams to escalate and resolve complex issues.
Provide VTC and AV support across unclassified and classified mediums, including Microsoft Teams.
Provide escalated response timeframes for IT and VTC tickets to VIP customers.