Help Desk Support Service Specialist - Intermediate
About The Position
ASRC Federal Technology Solutions is seeking an experienced Help Desk Support Service Specialist at the intermediate level 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 encompasses NIPR and SIPR networks as well as standalone systems. The specialist troubleshoots mobile devices, printers, scanners, and other peripherals; updates asset and configuration management systems; and supports user environments using Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune, and Microsoft 365. The role includes applying software patches above baseline requirements and participating in escalated support efforts across teams. The technician also serves as the Video Teleconferencing (VTC) and Audio Visual (AV) specialist for ACC Orlando, supporting conferences over unclassified and classified VTC solutions, including Microsoft Teams. The specialist provides escalated response to IT and VTC tickets for VIP customers and records all worked requests in the ServiceNow Ticketing System. The position is described as full-time and on-site in Rock Island, IL.
Requirements
- Bachelor’s degree in a related field from an accredited institution, or an equivalent combination of experience and education.
- Minimum of 3 years of IT infrastructure and support experience.
- Experience troubleshooting and supporting Windows 10/11.
- Experience supporting mobile devices, including iOS and MiFi.
- Experience supporting printers, scanners, and peripheral devices.
- Experience with Microsoft Entra ID (Azure AD).
- Experience with Microsoft Intune.
- Experience with 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.
- IAT Level II certification preferred.
- 411 Technical Support Specialist Intermediate certification; Security+ preferred.
- Computing Environment Certification preferred, 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 devices.
- 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.
- Log and resolve incidents in an IT ticketing system such as ServiceNow.
- 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.
- Support conferences using classified and unclassified VTC solutions.
- Provide escalated response to IT and VTC tickets for VIP customers.
- Record all requests worked in the ServiceNow Ticketing System.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
