Intermediate Help Desk Support Service Specialist
About The Position
ASRC Federal Technology Solutions is seeking an experienced Intermediate Help Desk Support Service Specialist to support the Army Contracting Command (ACC) in Orlando, Florida. The specialist provides Tier 2 and Tier 3 desktop support for Windows 11 devices and assists with lifecycle management, including re-imaging laptops and desktops to Regional Network Enterprise Center (RNEC) standard baselines. Support covers NIPR and SIPR networks as well as standalone systems. The role also supports mobile devices, printers, scanners, and asset and configuration management updates. The specialist uses Microsoft Entra ID, Microsoft Intune, and Microsoft 365 to troubleshoot and resolve issues across a range of devices, applies software patches above baseline requirements, and participates in escalated support efforts across teams. The specialist serves as the ACC Orlando Video Teleconferencing (VTC) and Audio Visual (AV) specialist, supporting conferences over unclassified and classified VTC solutions, including Microsoft Teams. The role provides escalated response for IT and VTC tickets from VIP customers and records all handled requests in the ServiceNow Ticketing System. This is a full-time, on-site position in Orlando, Florida. A Secret clearance is required.
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 supporting 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.
- 411 Technical Support Specialist Intermediate certification.
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.
- Security+ certification preferred.
- Computing Environment Certification, for example MD-100 and MD-101 or MD-102, preferred.
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.
- Provide escalated response for IT and VTC tickets from VIP customers.
- Record all requests handled in the ServiceNow Ticketing System.
Benefits
- Health care
- Dental insurance
- Vision insurance
- Life insurance
- 401(k)
- Education assistance
- Paid time off, including PTO and holidays
- Other paid leave required by law
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
