Junior IT Support Specialist — User Help & Onboarding

asmexternalcareersite; Washington (District of Columbia); On-site; USD 42,000 - 60,000; Full time

Job summary

ASM Research seeks a User Support Specialist – Junior to deliver entry-level technical support to end users in a federal IT environment, resolving routine hardware, software, and account issues while documenting tickets. The role emphasizes first-line Basic Support using knowledge articles and onboarding support.

Responsibilities include basic training, knowledge base contributions, and escalating complex issues. A DoD 8140 clearance and U.S.

Qualifications

• Bachelor's degree or equivalent experience in IT field.
• 0–3 years of IT support or help desk experience.
• Experience with ServiceNow or Jira to document incidents.
• Strong multi‑channel communication with solid documentation.
• Must meet DoD 8140 requirements; U.S. citizen eligible for federal IT work.

Responsibilities

• Provide first‑line support for login, software, and basic connectivity issues.
• Log, track, and update incidents in ServiceNow or Jira with clear resolutions.
• Troubleshoot basic hardware, software, and network issues; escalate as needed.
• Assist with account setup and password resets per security procedures.
• Communicate clearly with users across phone, email, chat, and in person.
• Document resolutions and contribute to knowledge base content.
• Support onboarding and basic training on enterprise systems.
• Maintain awareness of supported systems to improve service delivery.

Skills

Multichannel communication

Documentation quality

Customer service mindset

Team collaboration

Education

Bachelor’s degree / equivalent experience in IT

Tools

ServiceNow

Jira

Job description

ASM Research seeks a User Support Specialist – Junior to deliver entry-level technical support to end users in a federal IT environment, resolving routine hardware, software, and account issues while documenting tickets. The role emphasizes first-line Basic Support using knowledge articles and onboarding support.

Responsibilities include basic training, knowledge base contributions, and escalating complex issues. A DoD 8140 clearance and U.S.