What are the responsibilities and job description for the Senior Help Desk Support Service Specialist - Security Clearance Required position at ASRC Federal?

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

ASRC Federal Technology Solutions is seeking a Senior Help Desk Support Service Specialist in Aberdeen Proving Ground, MD. This is to support the Communications-Electronics Command (CECOM) and their subordinate commands. 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.
Troubleshooting issues related to software, hardware, or the operating system and providing quick resolution
Installing security updates to ensure the device maintains a secure baseline
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.
Update tickets with detailed notes on the work rendered within a timely manner.
Assist the Team Leads with training the intermediate and associate level technicians in the team.

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 deep understanding 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 (preferred) or ability to obtain and maintain a DOD SECRET Clearance.

Must be a U.S. Citizen

EDUCATION and EXPERIENCE REQUIREMENTS

Bachelor's degree 5 years of experience

9 years of related experience without a bachelor’s degree.

CERTIFICATION

IAT Level II Certification Required (Security preferred).

Computing Environment Certification / Training 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 may allow for one telework day per week, contingent upon Government approval.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity / Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

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Senior Help Desk Support Service Specialist - Security Clearance Required

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