SME Journeyman Helpdesk Engineer

ASRC Federal is seeking a skilled Helpdesk Engineer to join our team supporting our Army Client based our of the Aberdeen Proving Grounds in MD.

SME Journeyman (Helpdesk Engineer)

LOCATION:  Aberdeen Proving Ground, Remote

At ASRC Federal Holding Company, we are committed to leveraging cutting-edge technology and innovative solutions to support the mission of the US Army Communications-Electronics Command (CECOM). As we continue to enhance our IT infrastructure and software capabilities, we are seeking highly skilled professionals to join our team in various key roles. Each position plays a crucial part in maintaining and advancing our environment, ensuring seamless operations and robust support for CECOM personnel worldwide.

Position Description: This position supports helpdesk engineering efforts under ASRC Federal’s CECOM SETA Support within the PEO EIS MSP. The PEO EIS MSP ensures that the U.S. Army’s IT systems are maintained, supported, and optimized to meet operational demands. As an SME Journeyman (Helpdesk Engineer), you will be responsible for providing support to system users, troubleshooting issues, and managing helpdesk tickets, while also contributing to business consulting and knowledge management efforts.

Minimum Qualifications:

• Minimum of 5 years of experience interacting with system users to assist with supporting Help Desk Tickets, writing functional documentation, and translating functional requirements.
• Ability to work independently or in a team leader capacity to conduct requirements analysis and definition, testing, business consulting, and support services for automated acquisition systems.
• Experience conducting organizational studies and evaluations, designing systems and procedures, conducting work simplification and measurement studies, and preparing operations and procedures manuals to assist management in operating more efficiently and effectively.
• Proficient in knowledge management skills.
• Functional expertise in automated acquisition systems.
• Must have one or more years of experience with creating requirements, supporting Help Desk tickets, writing functional documentation, and knowledge of Army Regulation 735-5, Property Accountability Policies, and the Army's FLIPL process.
• Must have an active secret clearance

Required Skills:

• Minimum of 5 years’ experience in troubleshooting computer systems, including hardware and software.
• Experience in breaking down technological processes and delivering clear, step-by-step instructions.
• Skills in following up with customers to ensure satisfactory service.
• Experience in communicating customer feedback to the appropriate internal team members.
• Experience responding to customer inquiries through email, phone, and the service portal.
• Experience in triaging and solving assigned requests according to the service desk's standard operating procedure.
• Proficiency in ensuring Service Level Agreements (SLAs) are met to maintain high-quality service and escalate issues as needed.

Desired Skills:

• Working knowledge of ServiceNow and DevSecOps.
• Excellent problem-solving and analytical skills.
• Experience working in an Agile Framework environment.