Intermediate Service Desk Technician - SECRET Clearance Required

Program: DEVCOM-CBC G-6 Location: On-site, Aberdeen Proving Ground, MD Security Clearance: A DoD Secret or higher Position Type: Full-Time, Non-Exempt ASRC Federal Technology Solutions LLC is looking for a Service Desk Technician with an active DoD Secret US Government clearance or higher to support their work with DEVCOM-CBC G-6. In this role, you will be part of the Mission Support Desk team delivering IT support across the DEVCOM-CBC consolidated enterprise at Aberdeen Proving Ground. Working alongside senior specialists, you will handle incoming tickets across phone, remote assistance, and on-site channels, supporting a broad user base across Windows, Apple, and Android environments. This is a hands-on technical support role within the DEVCOM-CBC G-6 Mission Support Center. You will respond to and resolve IT incidents and service requests submitted via phone, email, and walk-in, logging all activity in the DEVCOM-CBC ticketing system and escalating issues that exceed your resolution scope to senior specialists or the Mission Support Desk Manager. You will work across a wide range of devices and operating systems, support hardware deployment activities, and collaborate with cybersecurity, imaging, and systems teams to deliver complete end-to-end support to enterprise users. This role is well suited for someone who is building their IT support career in a DoD environment, takes direction well, follows established processes and cybersecurity guidelines with consistency, and communicates clearly with users and teammates. Growth opportunities exist within the team for those who demonstrate technical proficiency and reliability. KEY RESPONSIBILITIES Deliver Mission Support Desk support via phone, remote assistance, and on-site service for DEVCOM-CBC enterprise users, ensuring all contacts received during duty hours are responded to within defined timeframes 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 BlackBerry, 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 Assist with equipment delivery and installation at DEVCOM-CBC and customer locations, coordinating with senior team members and providing two-week advance notification to affected customers Follow all cybersecurity guidelines and configurations as directed by the government, and support the DEVCOM-CBC Cybersecurity team in ensuring standalone workstations comply with DoD vulnerability management and antivirus policy Escalate unresolved issues to senior specialists or the Mission Support Desk Manager, and communicate technical issues clearly to appropriate stakeholders Research and document solutions for recurring issues, contributing findings to the team knowledge base as directed by the Mission Support Desk Manager or TPOC Protect all privacy information encountered during the course of support activities in accordance with DoD policy REQUIRED QUALIFICATIONS High School Diploma or General Educational Development (GED) certificate 2+ years of IT support or help desk experience Experience supporting Windows 11 and at least one additional operating system (macOS, iOS, or Android) U.S. Government issued Dept. of Defense Secret security clearance or higher. PREFERRED QUALIFICATIONS CompTIA A+ certification Experience using an IT service management ticketing system fo…