Junior IT Incident Escalation Specialist

ASM Research, An Accenture Federal Services Company; Bismarck (ND); On-site; USD 70,000 - 97,000; Full time

Job summary

ASM Research is seeking a Junior Escalation Manager to coordinate escalated IT incidents across mission-critical systems. You will validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment.

Responsibilities include monitoring SLAs, organizing bridge calls, capturing notes, and contributing to lessons learned and continuous improvement. A bachelor’s degree and 0–3 years in IT support, plus a current secret clearance, are required.

Qualifications

• Bachelor’s degree or equivalent work experience in IT, CS, or related field.
• 0–3 years of IT support, service desk, or incident management experience.
• Foundational ITIL principles knowledge and ITSM tools experience.
• Strong problem-solving and communication skills; ability to manage multiple incidents.
• Current secret security clearance.

Responsibilities

• Apply escalation management concepts to determine when to initiate functional and hierarchical escalations for time-sensitive or unresolved incidents.
• Review incident details to validate priority, impact, and completeness, then route escalated issues to resolver groups while maintaining ownership for follow-up.
• Monitor SLAs for escalated tickets, identify risks of SLA breach, and prompt timely action from technical teams to restore services.
• Document escalation cases, including timelines, stakeholders, actions taken, decisions made, and final outcomes for traceability and audit requirements.
• Support cross-functional participation in resolving customer-impacting issues by assisting with bridge call organization, notes, and next steps.
• Use ITSM tools to track escalations throughout their lifecycle and contribute to reporting on escalation volume and patterns.
• Collaborate with senior escalation or incident response personnel to ensure adherence to escalation models and processes.

Skills

ITIL knowledge

Incident management

Communication skills

Analytical thinking

Security clearance

Education

Bachelor’s degree or equivalent

Job description

ASM Research is seeking a Junior Escalation Manager to coordinate escalated IT incidents across mission-critical systems. You will validate priority, route to resolver groups, and maintain audit-ready documentation in a regulated federal environment.

Responsibilities include monitoring SLAs, organizing bridge calls, capturing notes, and contributing to lessons learned and continuous improvement. A bachelor’s degree and 0–3 years in IT support, plus a current secret clearance, are required.