IT Service Desk Specialist II - Tier 1 Support Pro

asmexternalcareersite; Quantico (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

ASM Research seeks a Service Desk professional to be the initial contact for end-user IT issues. You will perform triage, document incidents, and escalate as needed, while supporting Windows, macOS, and Microsoft 365 environments.

The role emphasizes strong communication, customer service, and adherence to SLAs, with a 6am–2pm EST shift and required security clearance. Knowledge of VPN, VDI, and ITILHDI practices is valued.

Qualifications

• Bachelor's or Associate degree with 2+ years of relevant experience, or 4 years additional experience can substitute.
• 4+ years in a Service Desk environment.
• Secret clearance.
• Shift will be 6am–2pm EST.
• Excellent communication and customer service skills.
• Familiarity with ITIL v4 Foundations or HDI standards.
• Experience with Windows, macOS, Microsoft 365, VPN and VDI.

Responsibilities

• Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
• Respond to incidents and service requests according to criticality and SLAs.
• Operate and maintain a ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
• Support enterprise IT services and end-user technologies (Windows, macOS, Microsoft 365, VPN, VDI).
• Assist users with VPN and VDI troubleshooting using secure remote access tools.
• Develop knowledge base content to promote self-service and reduce call volume.
• Conduct trend and root cause analysis to identify incident reduction opportunities.
• Support evolving technology platforms and service delivery models as directed.
• Support a shared on-call schedule as needed.

Skills

Service desk experience

Communication skills

Troubleshooting

ITIL familiarity

Security clearance

Adaptability

Education

Bachelor's or Associate degree +2 years experience

Substitution: 4 years additional experience

Tools

Windows

macOS

Microsoft 365

VPN

VDI

Job description

ASM Research seeks a Service Desk professional to be the initial contact for end-user IT issues. You will perform triage, document incidents, and escalate as needed, while supporting Windows, macOS, and Microsoft 365 environments.

The role emphasizes strong communication, customer service, and adherence to SLAs, with a 6am–2pm EST shift and required security clearance. Knowledge of VPN, VDI, and ITILHDI practices is valued.