T3032 - Senior Technical Support Specialist
About The Position
ASRC Federal Technology Solutions is seeking an experienced technical support specialist to support the Army Contracting Command (ACC) in Rock Island, Illinois. 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) baseline configurations. Support covers NIPR and SIPR networks, standalone systems, mobile devices, printers, scanners, and other peripherals. The role also involves software patching above baseline requirements and maintaining asset and configuration management records. The specialist uses Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune, and Microsoft 365 to troubleshoot and administer user environments, records and resolves requests in the ServiceNow Ticketing System, and collaborates with teams on escalated issues. The position also serves as the Video Teleconferencing (VTC) and Audio Visual (AV) specialist for ACC Orlando, supporting conferences on unclassified and classified VTC solutions, including Microsoft Teams. The specialist provides escalated response to VIP customers across IT and VTC tickets. This is a full-time, on-site role in Rock Island, IL.
Requirements
- Bachelor’s degree in a related field from an accredited institution, or an equivalent combination of experience and education.
- At least 5 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-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, such as 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 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.
- Record 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 across IT and VTC tickets.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
