Senior Enterprise IT Support & Incident Resolution

ASM Research, An Accenture Federal Services Company; Juneau (AK); On-site; USD 36,000 - 51,000; Full time

Job summary

ASM Research is seeking a Senior Customer Service Representative to deliver advanced technical support for end users in a highly regulated federal environment. You will own complex incidents and service requests, diagnose across hardware, operating systems, productivity tools, and mission systems, and coordinate with higher‑tier teams to drive resolution and meet SLAs.

This role acts as a subject‑matter resource on the service desk, strengthening documentation, knowledge articles, and user

Qualifications

• Associate's degree in IT/CS or equivalent work experience.
• Approximately 5–8 years of advanced end-user support experience.
• Experience with IT service management tools such as ServiceNow or Jira Service Management.
• Strong problem-solving, analytical, and communication skills; able to handle high ticket volume.
• Experience with root-cause analysis and creating knowledge articles.

Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity apps, collaboration platforms, and mission systems.
• Maintain ticket hygiene with accurate notes, categorization, and linkages.
• Create and update end-user documentation and knowledge articles.
• Enforce security policies and data handling requirements while assisting user access and remediation.
• Partner with infrastructure, application, and security teams on escalations.
• Coach junior staff by sharing best practices and advanced troubleshooting techniques.

Skills

End-user support

Problem solving

Communication

Interpersonal skills

Education

Associate degree

Bachelor’s degree preferred

Tools

ServiceNow

Jira Service Management

Job description

ASM Research is seeking a Senior Customer Service Representative to deliver advanced technical support for end users in a highly regulated federal environment. You will own complex incidents and service requests, diagnose across hardware, operating systems, productivity tools, and mission systems, and coordinate with higher‑tier teams to drive resolution and meet SLAs.

This role acts as a subject‑matter resource on the service desk, strengthening documentation, knowledge articles, and user