Government Cloud Support Specialist (MS 365)

asmexternalcareersite

Reston (VA)

On-site

USD 70,000 - 100,000

Full time

14 days+

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Job summary

ASM Research is seeking a Customer Support Specialist to join our Microsoft operations team in Reston, VA, supporting critical government cloud environments and incident management for Microsoft 365 services.

You will handle escalations, document incidents, and drive improvements across MS 365 platforms with a focus on customer service and timely resolution. The role requires TS/SCI w/FSP clearance, 3+ years in technical support or engineering, and 1+ year with Microsoft 365.

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 resolution information from multiple data sources.
Monitor multiple communication channels and respond to meet SLA/KPI requirements.
Resolve open cases to meet program SLA/KPI requirements through stakeholder engagement.
Update support cases to reflect accurate metrics.
Facilitate clear communication between stakeholders.
Conduct validation testing and manage workstation systems for daily operations.
Troubleshoot client issues using documented approaches to resolve common problems.
Identify opportunities for optimization and automation; support knowledge documentation updates.