AESMP Service Desk Technician

Trace Systems Inc.; Riyadh; On-site; SAR 90,000 - 130,000; Full time

Job summary

Trace Systems is seeking an AESMP Service Desk Technician to provide Tier II endpoint support for both classified and unclassified environments in Al Nakhla, Saudi Arabia. The role includes imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support.

The engineer will install, configure, test, troubleshoot, and replace Windows endpoints; use SCCM/MECM, MDT, Intune for deployments; support AESMP and CMB activities; and coordinate with

Qualifications

• Active US Government issued Secret clearance required.
• Due to contract requirements: US Citizenship is required.
• 4+ years of desktop/endpoint or enterprise technical support experience.
• Must meet DoD 8140 qualifications for Technical Support Specialist role (411).
• Bachelor’s degree or equivalent military training/certs in IT or cybersecurity.

Responsibilities

• Provide Tier II onsite support for workstations, printers, and endpoint devices.
• Administer AESMP and support user access, system functionality, and data accuracy.

Skills

Secret clearance

US citizenship

Desktop/endpoint support

Technical troubleshooting

Customer service

Documentation

Configuration management

Education

Bachelor's degree in Information Technology or related field

Tools

SCCM/MECM

Intune

MDT

WSUS

PowerShell

Active Directory

Job description

Job Title: AESMP Service Desk Technician

Job Location: Al Nakhla, Saudi Arabia

Job Overview

Trace Systems is seeking experienced AESMP Service Desk Technician to support the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. The AESMP Service Desk Technician provides hands‑on Tier II endpoint support for classified and unclassified environments, including installation, imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support.

Job Responsibilities

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart‑card readers, and related endpoint equipment.
• Administer and maintain AESMP, supporting user access, system functionality, data accuracy, and ongoing operational requirements.
• Serve as a primary point of contact for AESMP‑related issues, coordinating troubleshooting, user support, system updates, and issue resolution.
• Coordinate and support Configuration Management Board (CMB) activities, including preparing change requests, documentation, supporting materials, and agenda items for board review.
• Track approved, pending, and rejected CMB change requests, ensuring actions, decisions, implementation status, and required documentation are accurately maintained.
• Collaborate with technical teams, system owners, and stakeholders to evaluate proposed system changes, identify potential impacts, and support implementation following CMB approval.
• Provide advanced Service Desk and IT operational support, handling escalated issues and performing additional system administration and configuration‑management responsibilities beyond standard help desk functions.
• Install, configure, test, troubleshoot, repair, replace, reimage, and relocate Microsoft Windows endpoints and approved applications.
• Use SCCM/MECM, MDT, Intune, or other Government‑approved tools for deployment, patching, software installation, and configuration management.
• Perform manual patches and hot fixes when automated deployment is unavailable or unsuccessful.
• Support Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients, and endpoint security tools.
• Troubleshoot hardware, operating systems, user profiles, certificates, authentication, printers, wired and wireless connectivity, DNS, DHCP, and VPN issues.
• Support office moves, workstation reconfiguration, technology refreshes, cable changes, and new‑user installations.
• Maintain accurate hardware, software, location, warranty, repair, and lifecycle records.
• Coordinate warranty repairs, vendor support, replacement equipment, and expiring warranty actions.
• Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams through resolution.
• Implement approved security settings, STIG‑related changes, vulnerability remediation, and endpoint compliance actions.
• Support Government property accountability, hand receipts, inventory, transfer, sanitization, and disposal processes.
• Maintain detailed ticket, installation, build, troubleshooting, and continuity documentation.
• Provide priority support to senior leaders and participate in maintenance, outage response, and after‑hours support.

Minimum Qualifications

• Active, in‑scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Four (4) or more years of progressively responsible desktop, endpoint, field‑service, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training, certifications, or a combination thereof.
• Qualifying 8140 credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or completion of relevant military communications or network training.
• Qualifying 8140 certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140‑approved certifications. Higher proficiency‑level or equivalent DoD 8140‑approved certifications applicable to the assigned work role may also be accepted.
• Experience installing, imaging, configuring, troubleshooting, repairing, and replacing Windows endpoints, printers, scanners, and peripherals.
• Experience with software deployment, patching, endpoint configuration, hardware lifecycle support, and enterprise ticketing systems.
• Working knowledge of Active Directory, user profiles, Group Policy concepts, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security.
• Ability to interpret technical procedures, configuration standards, security requirements, and equipment documentation.
• Experience administering IT support systems and supporting configuration/change management processes, including AESMP and Configuration Management Board activities.
• Strong customer service, technical documentation, troubleshooting, and organizational skills.
• Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

Desired Qualification

• Microsoft Endpoint Administrator, Microsoft 365, CompTIA A+, Network+, ITIL, or HDI certification.
• Experience with SCCM/MECM, Intune, MDT, WSUS, PowerShell, DISA STIGs, SCAP, and vulnerability remediation.
• Experience supporting Dell, HP, or Lenovo enterprise endpoint hardware.
• Previous DoD, NIPRNet, SIPRNet, overseas, contingency, or military information technology experience.

Trace Systems

Trace Systems, headquartered in Vienna, Virginia, was founded to support and defend our nation's security interests at home and abroad-- whenever and wherever. We provide cybersecurity, intelligence, communications, networking and information technology services, systems, and solutions to the United States Department of Defense, Intelligence Community and Department of Homeland Security.

Trace Systems is an Equal Opportunity and Affid

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.