Senior DoD IT Service Desk Technician

ASRC Federal; Maryland; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Health care

Dental

Vision

Life insurance

401(k)

Education assistance

Paid time off

Holidays

Job summary

ASRC Federal is seeking a Service Desk Technician to support the DEVCOM-CBC G-6 enterprise at Aberdeen Proving Ground. You will deliver Level II IT support across Windows, macOS, iOS, and Android, handling escalations and coordinating with cybersecurity, imaging, and network teams to ensure operations stay fully functional.

This senior role requires handling VIP users, tracking actions in the ticketing system, and providing end-to-end support from first contact through resolution.

Qualifications

• Bachelor's degree in IT, CS, or equivalent or 4 additional years of related experience.
• 1-2 years IT support in a DoD/federal government environment.
• Experience supporting Windows 11, macOS, iOS, and Android.
• Experience using an enterprise IT service management ticketing system.

Responsibilities

• Deliver Level II Mission Support Desk support via phone, remote, and on-site for DEVCOM-CBC users per DoD rules.
• Log all calls in the ticketing system and prioritize VIP/mission-critical requests.
• Provide hardware and software support for computers, printers, and peripherals.
• Support Windows 11, iOS, Android environments and Microsoft Army 365.
• Track customer interactions and coordinate equipment delivery/installation.
• Assist imaging warehouse with OS images and document changes as directed.
• Ensure cybersecurity guidelines are followed and coordinate with Cybersecurity teams.
• Create and share knowledge base solutions to reduce repeat tickets.
• Escalate unresolved issues to management and communicate clearly with stakeholders.

Skills

IT support

Ticketing system

Windows 11

macOS

iOS

Android

DoD environment

Security clearance

Education

BS in Information Technology

BS in Computer Science

Tools

ServiceNow

Web Help Desk

MDM platforms

Microsoft Army 365

Job description

ASRC Federal is seeking a Service Desk Technician to support the DEVCOM-CBC G-6 enterprise at Aberdeen Proving Ground. You will deliver Level II IT support across Windows, macOS, iOS, and Android, handling escalations and coordinating with cybersecurity, imaging, and network teams to ensure operations stay fully functional.

This senior role requires handling VIP users, tracking actions in the ticketing system, and providing end-to-end support from first contact through resolution.