Entry-Level Federal IT Service Desk

asmexternalcareersite; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

ASM Research is seeking an entry-level Customer Service Representative, Junior, to provide first-line technical support for enterprise IT services in a highly regulated government environment. You will receive and document incidents and service requests, perform basic troubleshooting, and escalate more complex problems under supervision.

Using IT service management tools, you will log tickets, apply known solutions, and contribute to knowledge capture and user education for mission-critical

Qualifications

• Associate degree or equivalent work experience in IT or related field.
• 0–3 years in IT support or service desk roles.
• Familiarity with ITSM tools (ServiceNow, JIRA) and basic incident handling.
• Strong problem-solving and communication skills with multi-tasking ability.
• Eligibility to obtain and maintain SECRET clearance and U.S. citizenship.

Responsibilities

• Provide initial triage and basic troubleshooting for end-user issues per scripts.
• Log incidents and service requests with accurate categories and priorities.
• Follow escalation paths and runbooks for complex/high-impact issues.
• Assist users with password resets, access to tools, and admin tasks.
• Adhere to security/privacy practices and verify user identities.
• Maintain knowledge base and document simple fixes for future use.

Skills

Problem solving

Communication

Interpersonal skills

Organizational skills

Attention to detail

Security clearance eligibility

Documentation/knowledge base usage

Education

Associate’s degree in IT, Computer Science, or related field

Bachelor’s degree in IT-related field

Tools

ServiceNow

JIRA

Job description

ASM Research is seeking an entry-level Customer Service Representative, Junior, to provide first-line technical support for enterprise IT services in a highly regulated government environment. You will receive and document incidents and service requests, perform basic troubleshooting, and escalate more complex problems under supervision.

Using IT service management tools, you will log tickets, apply known solutions, and contribute to knowledge capture and user education for mission-critical