Government Cloud Support Specialist – 365 & Outage Response

asmexternalcareersite

Washington, Redmond (Washington County, WA)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

ASM Research is seeking a Customer Support Specialist for its Microsoft operations team supporting government cloud environments. This role blends technical troubleshooting with customer advocacy, handling escalations and contributing to continuous improvement of Microsoft 365 services.

The ideal candidate has 3+ years in technical support, experience with Windows/Linux, and a TS/SCI w/FSP clearance. Certifications such as AZ-900 or SEC+ are preferred and must be obtained within 6 months.

Qualifications

BS in Computer Science or technical discipline preferred.
3+ years in technical support or engineering roles in enterprise environments.
1+ years hands-on with Microsoft 365/Office 365 platform and services.
Must maintain active TS/SCI w/FSP clearance.

Responsibilities

Document ticket resolutions using incident management systems across data sources.
Monitor channels (phone, email, Teams) to meet SLA/KPI.
Resolve open cases through stakeholder engagement.
Update support cases with accurate metrics.
Facilitate clear communication between stakeholders.
Conduct validation testing per Troubleshooting Guides.
Manage workstation systems used daily.
Troubleshoot client issues using documented approaches.
Identify opportunities for optimization and automation.