T3032 - Senior Technical Support Specialist

ASRC Federal•Rock Island, IL

1d•Onsite

About The Position

ASRC Federal Technology Solutions is seeking an experienced technical support specialist to support the Army Contracting Command in Rock Island, Illinois. The role 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 baseline standards. Support spans NIPR and SIPR networks and standalone systems, as well as mobile devices, printers, scanners, and other IT equipment. The specialist troubleshoots user environments using Microsoft Entra ID, Microsoft Intune, and Microsoft 365; applies software patches above baseline requirements; and updates asset and configuration management systems. The position also provides video teleconferencing and audiovisual support for conferences using unclassified and classified solutions, including Microsoft Teams. The specialist provides escalated support to VIP customers and records requests in the ServiceNow ticketing system. This is a full-time, on-site role in Rock Island, Illinois. The position requires a Secret clearance.

Requirements

Bachelor’s degree in a related field from an accredited institution, or equivalent combination of experience and education.
At least 5 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), Microsoft Intune, and Microsoft 365.
Experience with ITSM tools such as ServiceNow.
Strong written and verbal communication skills.
Secret clearance.
411 Technical Support Specialist-Advanced 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+ preferred.
CASP+/SecurityX or SSCP 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 to VIP customers across IT and VTC tickets.
Record all requests worked in the ServiceNow Ticketing System.