AESMP Service Desk Technician

About the Role
We are seeking an experienced AESMP Service Desk Technician to support the USMTM CITS contract in Riyadh, Kingdom of Saudi Arabia. The IT Desktop Support Specialist will provide hands-on Tier II endpoint support for classified and unclassified environments. Responsibilities include installation, imaging, configuration, troubleshooting, repair, relocation, patching, vulnerability remediation, and lifecycle support for various IT equipment.

Responsibilities

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart-card readers, and related endpoint equipment.
• Administer and maintain AESMP, ensuring user access, system functionality, data accuracy, and operational requirements are met.
• 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 accurate maintenance of actions, decisions, implementation status, and required documentation.
• Collaborate with technical teams, system owners, and stakeholders to evaluate proposed system changes, identifying potential impacts and supporting implementation post-CMB approval.
• Provide advanced Service Desk and IT operational support by 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.
• Utilize 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.
• Assist with office moves, workstation reconfiguration, technology refreshes, cable changes, and new-user installations.
• Maintain accurate records of hardware, software, location, warranty, repair, and lifecycle.
• 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 until 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.

Minimum Qualifications

• Active, in-scope US Government issued Secret clearance.
• U.S Citizenship is required due to the nature of the work and contract requirements.
• 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: Technical Support Specialist, Proficiency Level: Intermediate; may qualify through education, military training, certifications, or a combination thereof.
• Qualifying 8140 credentials include a bachelor’s degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or relevant military communications or network training.
• Valid qualifying 8140 certifications may include Security+, CND, GFACT, GSEC, or other DoD 8140-approved certifications. Higher proficiency-level or equivalent DoD 8140-approved certifications applicable to the assigned work role may also be accepted.
• Experience installing, imaging, configuring, troubleshooting, repairing, and replacing Windows endpoints, printers, scanners, and peripherals.
• Experience with software deployment, patching, endpoint configuration, hardware lifecycle support, and enterprise ticketing systems.
• Working knowledge of Active Directory, user profiles, Group Policy concepts, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security.
• Ability to interpret technical procedures, configuration standards, security requirements, and equipment documentation.
• Experience administering IT support systems and supporting configuration/change management processes, including AESMP and CMB activities.
• Strong customer service, technical documentation, troubleshooting, and organizational skills.
• Valid U.S. driver license and willingness to relocate to Riyadh, Kingdom of Saudi Arabia.

Desired Qualifications

• Microsoft Endpoint Administrator, Microsoft 365, CompTIA A+, Network+, ITIL, or HDI certification.
• Experience with SCCM/MECM, Intune, MDT, WSUS, PowerShell, DISA STIGs, SCAP, and vulnerability remediation.
• Experience supporting Dell, HP, or Lenovo enterprise endpoint hardware.
• Previous DoD, NIPRNet, SIPRNet, overseas, contingency, or military information technology experience.