Government Cloud Support Specialist (MS 365/TS/SCI)

ASM Research, An Accenture Federal Services Company; Maryland; On-site; USD 113,000 - 122,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist for our Microsoft operations team supporting government cloud environments. You will diagnose client issues, escalate outages, and drive continuous improvement in Microsoft 365 services.

The role requires strong customer service, root-cause analyses, and hands-on experience with Microsoft 365. A TS/SCI w/FSP clearance is required to maintain eligibility throughout employment.

Qualifications

• BS in Computer Science or related technical discipline is preferred.
• 3+ years of experience in technical support or engineering roles.
• 1+ years of hands-on experience with Microsoft 365/Office 365.

Responsibilities

• Customer Support & Case Management
• Utilize incident management systems to document ticket resolutions from multiple data sources
• Monitor multiple communication channels (phone, email, Teams) and respond to meet SLA/KPI requirements
• Resolve open cases to meet program SLA/KPI requirements through regular stakeholder engagement
• Update support cases to reflect accurate metrics
• Facilitate clear communication between stakeholders
• Technical Troubleshooting & Problem Resolution
• Conduct validation testing according to Troubleshooting Guides
• Manage and maintain workstation systems used for daily operations
• Troubleshoot client issues using documented approaches to identify and resolve common issues
• Knowledge Management & Continuous Improvement
• Identify opportunities for optimization and automation
• Support technical documentation and troubleshooting procedure updates
• Provide detailed status updates via email and ticketing systems
• Support root-cause analyses, ad-hoc metrics, and data discovery requests

Skills

Customer service

Troubleshooting

Communication

Ownership

SLA monitoring

Education

Bachelor's degree in Computer Science or related technical discipline

Tools

Windows

Linux

Azure

AWS

Job description

ASM Research, An Accenture Federal Services Company, seeks a Customer Support Specialist for our Microsoft operations team supporting government cloud environments. You will diagnose client issues, escalate outages, and drive continuous improvement in Microsoft 365 services.

The role requires strong customer service, root-cause analyses, and hands-on experience with Microsoft 365. A TS/SCI w/FSP clearance is required to maintain eligibility throughout employment.