Intermediate VTC/AV and Desktop Support Technician

ASRC Federal•Aberdeen Proving Ground, MD

2d•Onsite

About The Position

ASRC Federal Technology Solutions is seeking an experienced Intermediate VTC/AV and Desktop Support Technician to support the Communications-Electronics Command CIO G6 (CECOM CIO G6) at Aberdeen Proving Ground, Maryland. The role provides Tier 2 and Tier 3 desktop support for Windows 11 devices, including lifecycle support such as 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 technician troubleshoots mobile devices, printers, scanners, and other peripherals; updates asset and configuration management systems; and supports user environments using Microsoft Entra ID, Microsoft Intune, and Microsoft 365. The role also includes software patching above baseline requirements and participation in escalated support across teams. The technician serves as a Video Teleconferencing (VTC) and Audio Visual (AV) specialist for CECOM, supporting conferences over unclassified and classified VTC solutions, including Microsoft Teams. The position provides escalated response for IT and VTC tickets involving VIP customers and requires documenting requests in the ServiceNow Ticketing System. The position is full-time and on-site 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), Microsoft Intune, and Microsoft 365.
Experience with ITSM tools such as ServiceNow.
Strong written and verbal communication skills.
Secret clearance.

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 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 for VIP customers.
Support NIPR and SIPR networks and standalone systems.