Junior IT Support & Onboarding Specialist

asmexternalcareersite; San Antonio (TX); On-site; USD 52,000 - 72,000; Full time

Job summary

ASM Research seeks a User Support Specialist – Junior to deliver entry‑level technical support for end users in an enterprise environment. You will resolve routine hardware, software, and account issues, log and document tickets, and provide strong customer service using established procedures and knowledge articles.

You will handle first‑line Basic Support, escalate complex problems to higher tiers, assist with onboarding and basic training, and contribute to knowledge base content to improve

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• 0–3 years of experience in IT support or help desk roles providing end-user support in technical environments.
• Experience using ticketing systems such as ServiceNow or Jira to document and track incidents.
• Strong multi‑channel communication skills with a customer‑oriented approach and attention to documentation quality.
• Experience with basic user account management activities including account setup, password resets, and standard access requests.
• Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment.

Responsibilities

• Provide first-line support for login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
• Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
• Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher‑tier support teams.
• Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
• Communicate clearly and professionally with users across phone, email, chat, and in‑person channels to guide issue resolution and set expectations.
• Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
• Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
• Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

Skills

Customer service

Multichannel communication

End-user support

Documentation

Account management basics

Security/compliance awareness

Team collaboration

Education

Bachelor’s degree in Information Technology/Computer Science or related field, or equivalent experience

Tools

ServiceNow

Jira

Job description

ASM Research seeks a User Support Specialist – Junior to deliver entry‑level technical support for end users in an enterprise environment. You will resolve routine hardware, software, and account issues, log and document tickets, and provide strong customer service using established procedures and knowledge articles.

You will handle first‑line Basic Support, escalate complex problems to higher tiers, assist with onboarding and basic training, and contribute to knowledge base content to improve