Government Cloud Support Specialist – Microsoft 365

asmexternalcareersite; Fort Meade (MD); On-site; USD 95,000 - 125,000; Full time

Job summary

ASM Research is seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will handle technical troubleshooting, escalate and coordinate outage mitigation, and drive continuous improvement across Microsoft 365 cloud services.

The role requires customer-service professionalism, root-cause analysis capabilities, and the ability to manage escalations while maintaining strong documentation and communication with stakeholders.

Qualifications

• BS in Computer Science or other technical discipline preferred.
• 3+ years of experience in technical support or engineering roles supporting enterprise environments.
• 1+ years of hands-on experience with Microsoft 365/Office 365 platform and services.
• Active TS/SCI w/FSP clearance throughout employment.

Responsibilities

• Document ticket resolution information from multiple data sources using incident management systems.
• Monitor channels (phone, email, Teams) and respond to meet SLA/KPI requirements.
• Resolve open cases to meet program SLA/KPI through stakeholder engagement.
• Update support cases to reflect accurate metrics and status.
• Facilitate clear communication between stakeholders to drive resolution.
• Conduct validation testing per Troubleshooting Guides and maintain workstation systems.
• Troubleshoot client issues using documented approaches to identify and resolve common issues.
• Identify opportunities for optimization and automation; support knowledge base updates.
• Provide status updates via email and ticketing systems; support root-cause analyses and data requests.

Skills

Customer service

Incident management

Technical troubleshooting

Documentation

Root-cause analysis

Clear communication

SLA/KPI management

Team coordination

Education

BS in Computer Science

Tools

Microsoft 365

Windows & Linux

Azure / AWS

Monitoring tools

Incident management systems

Job description

ASM Research is seeking a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. You will handle technical troubleshooting, escalate and coordinate outage mitigation, and drive continuous improvement across Microsoft 365 cloud services.

The role requires customer-service professionalism, root-cause analysis capabilities, and the ability to manage escalations while maintaining strong documentation and communication with stakeholders.