AESMP Service Desk Technician

Job Title:

AESMP Service Desk Technician

Job Location:

Al Nakhla, Saudi Arabia Job Overview

Trace Systems is seeking experienced AESMP Service Desk Technician to support the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. The AESMP Service Desk Technician provides hands‑on Tier II endpoint support for classified and unclassified environments, including installation, imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support.

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart‑card readers, and related endpoint equipment.
• Administer and maintain AESMP, supporting user access, system functionality, data accuracy, and ongoing operational requirements.
• Serve as a primary point of contact for AESMP‑related issues, coordinating troubleshooting, user support, system updates, and issue resolution.
• Coordinate and support Configuration Management Board (CMB) activities, including preparing change requests, documentation, supporting materials, and agenda items for board review.
• Track approved, pending, and rejected CMB change requests, ensuring actions, decisions, implementation status, and required documentation are accurately maintained.
• Collaborate with technical teams, system owners, and stakeholders to evaluate proposed system changes, identify potential impacts, and support implementation following CMB approval.
• Provide advanced Service Desk and IT operational support, handling escalated issues and performing additional system administration and configuration‑management responsibilities beyond standard help desk functions.
• Install, configure, test, troubleshoot, repair, replace, reimage, and relocate Microsoft Windows endpoints and approved applications.
• Use SCCM/MECM, MDT, Intune, or other Government‑approved tools for deployment, patching, software installation, and configuration management.
• Perform manual patches and hot fixes when automated deployment is unavailable or unsuccessful.
• Support Microsoft Office, Outlook, Teams, approved browsers, Adobe products, CAC middleware, VPN clients, and endpoint security tools.
• Troubleshoot hardware, operating systems, user profiles, certificates, authentication, printers, wired and wireless connectivity, DNS, DHCP, and VPN issues.
• Support office moves, workstation reconfiguration, technology refreshes, cable changes, and new‑user installations.
• Maintain accurate hardware, software, location, warranty, repair, and lifecycle records.
• Coordinate warranty repairs, vendor support, replacement equipment, and expiring warranty actions.
• Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams through resolution.
• Implement approved security settings, STIG‑related changes, vulnerability remediation, and endpoint compliance actions.
• Support Government property accountability, hand receipts, inventory, transfer, sanitization, and disposal processes.
• Maintain detailed ticket, installation, build, troubleshooting, and continuity documentation.
• Provide priority support to senior leaders and participate in maintenance, outage response, and after‑hours support.

• Active, in‑scope US Government issued Secret clearance.
• Due to the nature of the work and contract requirements: US Citizenship is required.
• Four (4) or more years of progressively responsible desktop, endpoint, field‑service, or enterprise technical support experience.
• Candidates must meet the applicable DoD 8140 qualification requirements for the assigned work role. DoD 8140 Work Role(s): 411 - Technical Support Specialist, Proficiency Level: Intermediate; and may qualify through education, military training,…