Intermediate VTC/AV and Desktop Support Technician

ASRC Federal•Aberdeen Proving Ground, MD

3d•Onsite

About The Position

ASRC Federal Technology Solutions is seeking an experienced Intermediate VTC/AV and IT Service Desk Technician to support the Communications-Electronics Command CIO G6 (CECOM CIO G6) at Aberdeen Proving Ground, Maryland. 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 as well as standalone systems. The role includes troubleshooting mobile devices, printers, scanners, and other peripherals; maintaining asset and configuration management records; and administering and troubleshooting user environments using Microsoft Entra ID, Microsoft Intune, and Microsoft 365. The technician applies software patches above baseline requirements and participates in escalated support efforts across teams. The technician also provides Video Teleconferencing (VTC) and Audio Visual (AV) support for CECOM, including conferences on unclassified and classified VTC solutions and Microsoft Teams. The role provides escalated response to IT and VTC tickets for VIP customers and requires recording requests in the ServiceNow Ticketing System. This is a full-time, on-site position at Aberdeen Proving Ground, MD. A Secret clearance is required.

Requirements

Bachelor’s degree in a related field from an accredited institution, or four additional years of experience in lieu of education.
At least 3 years of IT infrastructure and support experience.
At least 1 year of VTC/AV 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.
Security+ certification is preferred.

Responsibilities

Troubleshoot and resolve IT issues for Windows 11 desktops and laptops.
Re-image devices according to RNEC baseline configuration standards.
Troubleshoot and set up mobile devices, including iOS devices and MiFi.
Support 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 to IT and VTC tickets for VIP customers.
Record all worked requests in the ServiceNow Ticketing System.