ASRC Federal Agile Decision Sciences is seeking a Desktop Support Technician to work in our Aberdeen Proving Ground, MD site. This is to support our Communications Electronics Command (CECOM) contract. This position is part of a large help desk team tasked with supporting CECOM’s Civilian, Contractor, and Military workforce and their Desktops/Laptops, Mobile Devices, and other IT equipment. 

ROLE AND RESPONSIBILITIES

• Address IT concerns related to Microsoft Windows 10 and 11, including:
  • Lifecycle support, such as re-imaging desktops and laptops to RNEC standardized images.
  • Offer support on both NIPR and SIPR networks, and in standalone/non-networked environments.
• Deliver mobile device support: responding to user inquiries, troubleshooting device issues, and completing device setup/configuration. Maintain detailed notes in the event the issue must be elevated to Tier 2 support.
• Respond to issues related to printing/scanning devices and tablets.
• Install and patch above-baseline software.

BASIC QUALIFICATIONS

• Exceptional customer service skills and the ability to communicate technical information clearly and effectively to non-technical users.
• Strong troubleshooting skills and the ability to analyze complex situations to find a solution.
• Ability to clearly and effectively articulate troubleshooting steps while working with a customer over the phone, E-Mail, or Microsoft Teams.
• Ability to quickly learn new applications and adapt to changes in software.
• A solid understanding of the foundations of Computers (including Hardware, Operating Systems, and Software), and of Computer Networking.
• Excellent verbal and written communication skills.

DESIRED SKILLS

• Experience working within a military/federal government structure and environment.
• Experience using common productivity tools (Outlook, Excel, Word, Microsoft Teams, etc…).
• Knowledge of IT ticketing solutions, such as ServiceNow.
• Experience troubleshooting issues with various IT devices and software, including Windows systems, Android and iOS Cellphones and tablets, MiFi devices, and printers.
• Experience installing and patching software considered above-baseline.

CLEARANCE LEVEL

• Active DOD Secret clearance or ability to obtain and maintain a DOD SECRET Clearance.
• Must be a U.S. Citizen 

EDUCATION and EXPERIENCE REQUIREMENTS

• Bachelor's degree and 1 year of experience
• 5+ years of related experience without a Bachelor's degree.

CERTIFICATION

• IAT Level II Certification Required (Security+ preferred).
• Computing Environment Certification within 60 days of starting (For Example, MD-100 and MD-101, MD-102, or equivalent as specified in DoD 8140.01).
• Computer Imaging/Reimaging Certification within 30 days of starting (training provided by the local Regional Network Enterprise Center).

WORK ENVIRONMENT AND PHYSICAL DEMANDS

• This role is full-time and on-site at Aberdeen Proving Ground, MD on either an 8:30am-5:00pm schedule, or a 9:00am-5:30pm schedule.
• After an initial familiarization and training period, this position allows for one telework day per week.