Government Cloud Support Specialist (MS 365)

ASM Research, An Accenture Federal Services Company; Atlanta (GA); On-site; USD 113,000 - 122,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. The role blends technical troubleshooting with customer advocacy, handling escalations, documenting resolutions, and driving improvements across Microsoft 365 services.

You will manage incident workflows, coordinate with stakeholders, and perform validation testing while maintaining workstation readiness and thorough

Qualifications

• BS in Computer Science or other technical discipline is 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.

Responsibilities

• Document ticket resolutions across incident systems and data sources.
• Monitor multiple channels (phone, email, Teams) to meet SLA/KPI requirements.
• Resolve open cases to meet program SLA/KPI through stakeholder engagement.
• Update support cases with accurate metrics and status updates.
• Support root-cause analyses, ad-hoc metrics, and data discovery requests.

Skills

Customer service

Technical troubleshooting

Microsoft 365

Education

BS in Computer Science or technical discipline

Tools

Windows

Linux

Azure

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist to join our Microsoft operations team supporting critical government cloud environments. The role blends technical troubleshooting with customer advocacy, handling escalations, documenting resolutions, and driving improvements across Microsoft 365 services.

You will manage incident workflows, coordinate with stakeholders, and perform validation testing while maintaining workstation readiness and thorough