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, including lifecycle management and re-imaging laptops and desktops to Regional Network Enterprise Center (RNEC) standard baselines. Support includes NIPR and SIPR networks, standalone systems, mobile devices, printers, scanners, and asset and configuration management systems. The specialist works with 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 applying software patches above baseline requirements and participating in escalated support efforts across teams. The specialist serves as ACC Orlando’s Video Teleconferencing (VTC) and Audio Visual (AV) specialist, supporting conferences on unclassified and classified VTC solutions, including Microsoft Teams. Requests must be recorded in the ServiceNow Ticketing System, and the role provides escalated response timeframes to VIP customers for IT and VTC tickets. This is a full-time, on-site role in Orlando, Florida. A SECRET clearance is required. The education requirement is a bachelor’s degree in a related field from an accredited institution, or an equivalent combination of experience and education.
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).
- Experience with Microsoft Intune.
- Experience with Microsoft 365.
- Experience with ITSM tools such as ServiceNow.
- Strong written and verbal communication skills.
- SECRET clearance.
- 411 Technical Support Specialist Intermediate certification.
- Computing Environment Certification, for example MD-100 and MD-101 or MD-102.
Nice To Haves
- Security+ certification is preferred.
- 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.
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 devices 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.
- Log and resolve incidents using 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 to VIP customers for IT and VTC tickets.
- 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
