Senior DoD Service Desk Technician with Secret Clearance

ASRC Federal; Maryland; On-site; USD 65,000 - 90,000; Full time

Job summary

ASRC Federal is actively seeking a Service Desk Technician with a minimum active DoD Secret clearance to support DEVCOM-CBC at Aberdeen Proving Ground, MD. You’ll work as a senior member of the IT Mission Support Desk, handling Level II escalations and coordinating with cybersecurity, systems administration, imaging, and networking teams.

The role involves responding to tickets via phone, email, and walk-ins, providing hardware and software troubleshooting across Windows, macOS, iOS, and

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field or 4 additional years of experience in lieu of the degree
• 1+ year 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 for logging, tracking, and resolving incidents and service requests

Responsibilities

• Deliver Level II Mission Support Desk support via phone, remote assistance, and on-site service for DEVCOM-CBC enterprise users in accordance with DoD 8140.01
• 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
• Support Windows 11, iOS, Android, and Microsoft Army 365 environments, including mobile devices
• Track and document all customer interactions within the ticket system
• Coordinate equipment delivery and installation at DEVCOM-CBC and customer locations
• Work with the imaging warehouse team to update and maintain approved OS images
• Ensure all cybersecurity guidelines and configurations are followed as directed by the government
• Research, document, and share solutions for recurring issues with teammates
• Escalate unresolved issues to the Mission Support Desk Manager or Program Manager

Education

Bachelor’s degree in Information Technology or Computer Science or related field

Tools

Windows 11

macOS

iOS

Android

Enterprise ticketing system

ServiceNow

Web Help Desk

Job description

ASRC Federal is actively seeking a Service Desk Technician with a minimum active DoD Secret clearance to support DEVCOM-CBC at Aberdeen Proving Ground, MD. You’ll work as a senior member of the IT Mission Support Desk, handling Level II escalations and coordinating with cybersecurity, systems administration, imaging, and networking teams.

The role involves responding to tickets via phone, email, and walk-ins, providing hardware and software troubleshooting across Windows, macOS, iOS, and