Experienced Technical Support Specialist

Experienced Technical Support Specialist Job Description

ASRC Federal is looking for an experienced Help Desk Support Service Specialist to serve as a senior member of the Mission Support Desk team. In this hands‑on role, you will deliver Level II IT support across the DEVCOM‑CBC consolidated enterprise at Aberdeen Proving Ground, supporting a diverse user base across Windows, Apple, and Android environments through phone, remote assistance, and on‑site channels.

DEVCOM-CBC G-6

A DoD Secret or higher (Interim Secret Acceptable) to start

Full-Time, Exempt

• 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, ensuring all contacts received during duty hours are responded to within PWS-defined time frames.
• 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, utilizing automated and remote management tools to restore full device functionality.
• Support Windows 11, macOS, iOS, Android, and Microsoft Army 365 F5/G5 environments, including mobile devices such as Black Berry, Apple, and Android platforms.
• Track and document all government and customer property in the ticketing system during repair and installation, ensuring hand‑receipt holders sign hand‑receipt forms with complete make, model, serial number, service tag, and barcode information.
• Coordinate equipment delivery and installation at DEVCOM-CBC and customer locations, providing scheduling and two‑week advance notification to affected customers.
• Work with the imaging warehouse team to update and maintain approved operating system images, providing feedback on software and configuration changes as directed by the Mission Support Desk Manager or TPOC.
• Ensure all cybersecurity guidelines and configurations are followed as directed by the government, and work with the DEVCOM-CBC Cybersecurity team to ensure standalone workstations comply with DoD vulnerability management and antivirus policy.
• Research, document, and share solutions for recurring issues with teammates, managers, and the TPOC, contributing to the team's knowledge base and reducing repeat ticket volume.
• Escalate unresolved issues to the Mission Support Desk Manager or Program Manager and communicate technical issues clearly to appropriate stakeholders.

• 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.

• CompTIA A+ or CompTIA Network+ certification.
• Experience supporting Microsoft Army 365 or equivalent Microsoft 365 Government Cloud environment.
• Familiarity with DEVCOM or Army IT enterprise environments.
• Experience with mobile device management (MDM) platforms.
• Experience with DoD STIG compliance and vulnerability management processes.

• DoDI 8140.03 qualification for DCWF Work Role Technical Support Specialist (411 Advanced). Accepted foundational qualifications include certifications mapped to Work Role 411 Advanced in the current DoD 8140 Qualification Matrix, such as SecurityX / CASP+, CCNP Security, CISA, FITSP‑O, GICSP, and SSCP.

• ITIL Foundation.
• CompTIA A+.
• CompTIA Network+.

• This position requires an active Secret clearance. An interim Secret clearance is acceptable until the full clearance is granted.

• Bachelor of Science degree in Information Technology, Computer Science, or a related field is required. Candidates without a…