Entry-Level IT Service Desk Specialist

ASM Research, An Accenture Federal Services Company; Harrisburg (Dauphin County); On-site; USD 29,000 - 37,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Junior Customer Service Representative to provide entry-level IT support in a regulated government environment. You will triage, troubleshoot, log incidents, and follow service desk runbooks under guidance of senior staff.

You will document steps, adhere to security practices, and assist users with password resets and accessing approved resources.

Qualifications

• Associate’s degree or equivalent IT support experience.
• 0–3 years in IT support, service desk, or similar roles.
• Foundational IT support principles and familiarity with ITSM tools such as ServiceNow or JIRA.
• Strong problem-solving, communication, and interpersonal skills with multi-tasking in high-volume support.
• Attention to detail and strong organizational skills with documented support activities.
• Ability to obtain and maintain a SECRET security clearance and U.S. citizenship.

Responsibilities

• Perform initial triage and basic troubleshooting for routine end‑user issues (workstations, software, printing, email, account access).
• Record incidents and service requests accurately in ITSM tools with correct categories and priorities.
• Follow escalation paths and runbooks; hand off complex issues while maintaining courteous communication.
• Guide users through standard tasks such as password resets and accessing approved resources.
• Adhere to security and privacy practices; verify identity and handle sensitive information properly.
• Use knowledge base to apply known resolutions and document fixes for future incidents.
• Manage a personal ticket queue with notes, status, and response/resolution targets.

Skills

IT support concepts

Communication skills

Problem-solving

Attention to detail

Security clearance

Education

Associate degree in IT/CS or related field

Bachelor’s degree in IT-related field

Tools

ServiceNow

JIRA

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Junior Customer Service Representative to provide entry-level IT support in a regulated government environment. You will triage, troubleshoot, log incidents, and follow service desk runbooks under guidance of senior staff.

You will document steps, adhere to security practices, and assist users with password resets and accessing approved resources.