Service Desk Technician - Senior

ASRC Federal • Aberdeen Proving Ground, MD

2d • $550,000 - $900,000 • Onsite

About The Position

ASRC Federal is seeking an experienced Service Desk Technician to support DEVCOM-CBC G-6 as a senior member of the IT Mission Support Desk (ITMSC) team. The role delivers Level II IT support across the DEVCOM-CBC consolidated enterprise at Aberdeen Proving Ground, supporting users across Windows, Apple, and Android environments through phone, remote assistance, and on-site service. The technician handles Level II escalations and supports VIP and mission-critical users, coordinating closely with cybersecurity, systems administration, imaging, and networking teams to provide end-to-end support from initial contact through resolution.

The work includes responding to phone, email, and walk-in tickets; troubleshooting hardware and software across a range of devices and operating systems; documenting actions in the DEVCOM-CBC ticketing system; and coordinating with the Mission Support Desk Manager on escalations or equipment replacement. The position operates primarily in an office and service desk environment at Aberdeen Proving Ground, Maryland, and may involve travel between buildings and customer locations on the installation, as well as transporting equipment for hardware deployment.

Candidates need a bachelor’s degree in Information Technology, Computer Science, or a related field, or qualifying additional experience in lieu of the degree. The role requires IT support experience in a DoD or federal government environment, experience with Windows 11, macOS, iOS, and Android, and experience with an enterprise IT service management ticketing system. A qualifying DoDI 8140.03 credential and a relevant computing environment certification or certificate of training are required. An active or interim DoW SECRET clearance, or the ability to obtain and maintain one within the contract-required timeframe, is required.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or additional experience in lieu of the degree; the posting gives different substitution amounts in the required and education sections.
• 1–2 years of IT support or help desk experience in a DoD or federal government environment.
• Experience supporting Windows 11, macOS, iOS, and Android operating systems.
• Experience using an enterprise IT service management ticketing system to log, track, and resolve incidents and service requests.
• 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, Security+, GFACT, or GSEC.
• Computing environment certification or certificate of training relevant to job duties and approved by the DEVCOM-CBC Information System Security Manager (ISSM) within six months of appointment.
• Active or interim DoW SECRET clearance, or the ability to obtain and maintain a DoW SECRET clearance within the timeframe required by the applicable contract.

Nice To Haves

• CompTIA Security+.
• Experience supporting Microsoft Army 365 or an equivalent Microsoft 365 Government Cloud environment.
• Familiarity with DEVCOM or Army IT enterprise environments.
• Experience with mobile device management (MDM) platforms.
• Experience with ServiceNow or Web Help Desk ticket systems.
• Active or interim Secret security clearance.

Responsibilities

• Deliver Level II Mission Support Desk support via phone, remote assistance, and on-site service, responding to contacts received during duty hours within PWS-defined timeframes.
• Log calls, emails, and walk-in issues in the DEVCOM-CBC ticketing system, assign appropriate categories, and address issues 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, using automated and remote management tools to restore device functionality.
• Support Windows 11, iOS, Android, and Microsoft Army 365 F5/G5 environments, including Apple and Android mobile devices.
• Track and document all customer interactions in the ticket system.
• Coordinate equipment delivery and installation at DEVCOM-CBC and customer locations, including scheduling and providing affected customers with two weeks’ advance notification.
• Work with the imaging warehouse team to update and maintain approved operating system images and provide feedback on software and configuration changes as directed by the Mission Support Desk Manager or TPOC.
• Follow government cybersecurity guidelines and configurations, and work with the DEVCOM-CBC Cybersecurity team to ensure standalone workstations comply with DoD vulnerability management and antivirus policy.
• Research, document, and share solutions for recurring issues with teammates, managers, and the TPOC, contributing to the knowledge base and reducing repeat ticket volume.
• Escalate unresolved issues to the Mission Support Desk Manager or Program Manager and communicate technical issues clearly to appropriate stakeholders.

Benefits

• Health care, dental, vision, and life insurance may be offered.
• 401(k).
• Education assistance.
• Paid time off, including PTO and holidays, and any other paid leave required by law.
• Competitive pay and benefits packages.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior