AESMP Service Desk Technician

Job Overview

Endpoint and Service Desk Support

• Provide Tier II onsite support for workstations, laptops, printers, scanners, docking stations, smart-card readers, and related endpoint equipment.
• 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.

AESMP and Change Management

• Administer and maintain AESMP, including user access, system functionality, data accuracy, and operational requirements.
• Serve as the primary point of contact for AESMP-related issues and coordinate troubleshooting, user support, system updates, and resolution.
• Prepare change requests, documentation, supporting materials, and agenda items for Configuration Management Board review.
• Track approved, pending, and rejected CMB requests, including decisions, implementation status, and required documentation.
• Evaluate proposed changes with technical teams, system owners, and stakeholders and support implementation after approval.

Security, Assets, and Documentation

• Troubleshoot hardware, operating system, user profile, certificate, authentication, printer, network, 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.
• Implement approved security settings, STIG-related changes, vulnerability remediation, and endpoint compliance actions.
• Support property accountability, hand receipts, inventory, transfers, sanitization, and disposal processes.
• Maintain detailed ticket, installation, build, troubleshooting, and continuity documentation.

Operational Support

• Accept escalated tickets from Help Desk personnel and coordinate with Systems, Network, and Cybersecurity teams through resolution.
• Provide priority support to senior leaders and participate in maintenance, outage response, and after-hours support.

Minimum Qualifications

• An active, in-scope US Government-issued Secret clearance is required.
• US citizenship is required due to the nature of the work and contract requirements.
• At least four years of progressively responsible desktop, endpoint, field-service, or enterprise technical support experience is required.
• Candidates must meet applicable DoD 8140 requirements for Technical Support Specialist work role 411 at intermediate proficiency.
• Qualification may be through an applicable degree, military training, certification, or combination thereof.
• Experience with Windows endpoints, peripherals, software deployment, patching, endpoint configuration, lifecycle support, and enterprise ticketing is required.
• Working knowledge of Active Directory, user profiles, Group Policy, account administration, TCP/IP, DNS, DHCP, VPN, and endpoint security is required.
• Strong customer service, technical documentation, troubleshooting, and organizational skills are required.
• A valid U.S. driver's license and willingness to relocate to Riyadh are required.

Desired Qualifications

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

About Trace Systems

Location

• The job location is Al Nakhla, Riyadh, Kingdom of Saudi Arabia.
• The role requires onsite support and willingness to relocate to Riyadh.