Intermediate VTC/AV and Desktop Support Technician

ASRC Federal; Aberdeen (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

ASRC Federal Technology Solutions is seeking an experienced VTC/AV and IT Service Desk Technician at Aberdeen Proving Ground, MD to provide Tier 2/3 desktop support for Windows 11. You will re-image devices and support NIPR/SIPR networks under RNEC guidance.

You will also troubleshoot mobile devices, printers, and AV systems, manage tickets in ServiceNow, and collaborate with teams to resolve VIP issues across classified and unclassified networks.

Qualifications

• Bachelor’s degree required; 3+ years IT infrastructure and support experience.
• 1+ year of VTC/AV support experience.
• Experience with Windows 10/11 troubleshooting and support, mobile devices, printers/scanners, and ITSM tools.

Responsibilities

• Troubleshoot and resolve IT issues for Windows 11 desktops and laptops.
• Re-image devices per baseline configurations.
• Support mobile devices (iOS, MiFi).
• Provide printers/scanners and peripheral support.
• Apply patches above baseline requirements.
• Administer Entra ID, Intune, and M365 environments.
• Log and resolve incidents in ServiceNow.
• Update asset/configuration databases for hardware changes.
• Collaborate with teams to resolve complex issues.
• Provide VTC and AV support for unclassified and classified, including Teams Live Events.

Skills

IT support

VTC/AV support

MS Entra ID

Intune

Microsoft 365

ServiceNow

Communication

Windows 11

Education

Bachelor’s degree in a related field

4 additional years of experience in lieu of education

Tools

ServiceNow

Job description

ASRC Federal Technology Solutions is looking for an experienced VTC/AV and IT Service Desk Technician - Intermediate to support the Communications-Electronics Command CIO G6 (CECOM CIO G6) in Aberdeen Proving Ground, MD. The technician provides Tier 2 and Tier 3 desktop support services for Windows 11 devices. The technician will assist with lifecycle management including re-imaging laptops and desktops to standard baselines as directed by the Regional Network Enterprise Center (RNEC), supporting both NIPR and SIPR networks and standalone systems.

The technician will also assist with mobile device troubleshooting, printer/scanner support, and updates to asset/configuration management systems. Working within Microsoft Entra ID (formerly Azure Active Directory), Microsoft Intune, and Microsoft 365, the specialist will troubleshoot and resolve issues across a variety of devices. They will also support software patching above baseline requirements and participate in escalated support efforts across teams.

The technician will also serve as a Video Teleconferencing (VTC) and Audio Visual (AV) specialist for CECOM. They will support conferences over both Unclassified and Classified VTC solutions, including Microsoft Teams. They will provide escalated response timeframes across both IT and VTC tickets to VIP customers, and will ensure all requests they work are recorded in the ServiceNow Ticketing System.

KEY 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 (iOS, MiFi)
• Provide support for printers, scanners, and miscellaneous IT devices
• Apply patches to software classified as above-baseline
• Utilize Microsoft Entra ID, Microsoft Intune, and Microsoft 365 to administer and troubleshoot user environments
• Work within an IT ticketing system (e.g., ServiceNow) to log and resolve incidents
• Update asset and configuration databases for hardware lifecycle changes
• Collaborate with internal teams to elevate and resolve complex issues
• Provide VTC and AV support across unclassified and classified mediums, to include Microsoft Teams

BASIC QUALIFICATIONS

• Bachelor’s degree in a related field from an accredited institution
• Minimum of 3 years of IT infrastructure and support experience
• Minimum of 1 year of VTC/AV Support
• Experience with:

• Windows 10/11 troubleshooting and support
• Mobile devices (iOS, MiFi)
• Printers, scanners, and peripheral device support
• Microsoft Entra ID (Azure AD)
• Microsoft Intune
• Microsoft 365
• ITSM tools (e.g., ServiceNow)

• Strong written and verbal communication skills

Additional Desired Skills:

• Experience working within a military/federal government structure and environment
• Use productivity tools (Outlook, Excel, Word, etc.)
• Experience managing VTC solutions and codecs, and Microsoft Teams Live Events.

CLEARANCE LEVEL

• SECRET Clearance

EDUCATION REQUIRMENTS

• A bachelor’s degree in a related field from an accredited institution, or 4 additional years of experience in lieu of education.

CERTIFICATION

• Security+ Preferred

WORK ENVIRONMENT AND PHYSICAL DEMANDS:

• This role will be full-time on-site at Aberdeen Proving Ground, MD.