Service Desk Technician - Intermediate

ASRC Federal•Aberdeen Proving Ground, MD

7d•Onsite

About The Position

ASRC Federal is looking for a Service Desk Technician to support their work with DEVCOM-CBC G-6. In this role, you will be part of the Mission Support Desk team delivering IT support across the DEVCOM-CBC consolidated enterprise at Aberdeen Proving Ground. Working alongside senior specialists, you will handle incoming tickets across phone, remote assistance, and on-site channels, supporting a broad user base across Windows, Apple, and Android environments. This is a hands-on technical support role within the DEVCOM-CBC G-6 Mission Support Center. You will respond to and resolve IT incidents and service requests submitted via phone, email, and walk-in, logging all activity in the DEVCOM-CBC ticketing system and escalating issues that exceed your resolution scope to senior specialists or the Mission Support Desk Manager. You will work across a wide range of devices and operating systems, support hardware deployment activities, and collaborate with cybersecurity, imaging, and systems teams to deliver complete end-to-end support to enterprise users. This role is well suited for someone who is building their IT support career in a DoD environment, takes direction well, follows established processes and cybersecurity guidelines with consistency, and communicates clearly with users and teammates. Growth opportunities exist within the team for those who demonstrate technical proficiency and reliability.

Requirements

High School Diploma or General Educational Development (GED) certificate
2+ years of IT support or help desk experience
Experience supporting Windows 11 and at least one additional operating system (macOS, iOS, or Android)
DoDI 8140.03 qualification for DCWF Work Role Technical Support Specialist (411 Intermediate). Accepted foundational qualifications include certifications mapped to Work Role 411 Intermediate in the current DoD 8140 Qualification Matrix, such as CND, GFACT, GSEC, and Security+.

Nice To Haves

CompTIA A+ certification
Experience using an IT service management ticketing system for logging and tracking incidents
Experience supporting Microsoft Army 365 or equivalent Microsoft 365 Government Cloud environment
Familiarity with DoD IT support environments and cybersecurity guidelines
Experience with mobile device support across BlackBerry, Apple, and Android platforms
ITIL Foundation certification

Responsibilities

Deliver Mission Support Desk support via phone, remote assistance, and on-site service for DEVCOM-CBC enterprise users, ensuring all contacts received during duty hours are responded to within defined timeframes
Log all calls, emails, and walk-in issues into the DEVCOM-CBC ticketing system, assign appropriate categories, and ensure issues are addressed in priority order including VIP and mission-critical users
Provide hardware and software support for computers, laptops, printers, peripherals, and workstations across wired and wireless networks, utilizing automated and remote management tools to restore full device functionality
Support Windows 11, macOS, iOS, Android, and Microsoft Army 365 F5/G5 environments, including mobile devices such as BlackBerry, Apple, and Android platforms
Track and document all government and customer property in the ticketing system during repair and installation, ensuring hand receipt holders sign hand receipt forms with complete make, model, serial number, service tag, and barcode information
Assist with equipment delivery and installation at DEVCOM-CBC and customer locations, coordinating with senior team members and providing two-week advance notification to affected customers
Follow all cybersecurity guidelines and configurations as directed by the government, and support the DEVCOM-CBC Cybersecurity team in ensuring standalone workstations comply with DoD vulnerability management and antivirus policy
Escalate unresolved issues to senior specialists or the Mission Support Desk Manager, and communicate technical issues clearly to appropriate stakeholders
Research and document solutions for recurring issues, contributing findings to the team knowledge base as directed by the Mission Support Desk Manager or TPOC
Protect all privacy information encountered during the course of support activities in accordance with DoD policy