Service Desk Agent II

Position Overview

The Customer Service Representative provides first‑level technical support for users of enterprise IT services in a highly regulated government environment, serving as the primary point of contact for incidents and service requests. The role gathers detailed information, troubleshoots hardware, software, account, and connectivity issues, and either resolves them or routes tickets to higher‑tier teams while maintaining clear communication on status and expectations.

It also leverages IT service management tools to log, track, and update tickets, and contributes to knowledge articles, user guidance, and basic training to improve self‑service and reduce recurring issues across mission‑critical systems.

• Provide frontline troubleshooting for common end‑user issues such as workstation, peripheral, operating system, collaboration, and basic network access problems using standard diagnostic procedures and scripts.
• Log, categorize, and prioritize incidents and service requests in IT service management tools, ensuring accurate detail, impact, and urgency are captured for efficient resolution.
• Follow established workflows and escalation paths to route complex or high‑impact issues to specialized support teams while maintaining ownership of user communication and expectations.
• Guide users through step‑by‑step resolutions and how‑to assistance for approved software, authentication methods, remote access solutions, and standard enterprise tools in a federal IT environment.
• Document troubleshooting steps, resolutions, and workarounds to enrich the knowledge base and support consistent handling of recurring issues.
• Apply data security and compliance best practices during support activities, including identity verification, proper handling of sensitive information, and adherence to access control procedures.
• Use reports and ticket trends to identify recurring problems and recommend improvements to documentation, training, or standard configurations that reduce incident volume and improve user satisfaction.

• Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
• 4–7 years of experience in IT support, service desk, or help desk roles providing direct end‑user technical assistance.
• Knowledge of IT support principles and experience with IT service management tools such as Service Now, JIRA, or similar platforms.
• Strong problem‑solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively in a high‑volume service desk environment.
• Demonstrated attention to detail and organizational skills, including experience with root cause analysis, user training, and documentation of support procedures.
• Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required.

• Bachelor’s degree in an IT‑related field.
• Experience supporting users in secure or classified environments, including familiarity with policies governing controlled systems and restricted data.
• Hands‑on experience with ITSM tools for queue management, SLA tracking, and knowledge article linkage within a formal service desk or call center.
• Relevant certifications such as CompTIA A+ or ITIL Foundation.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

The physical requirements described in "Knowledge,

Skills and Abilities

" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be…