Senior Enterprise IT Support & Incident Resolution Specialist

ASM Research, An Accenture Federal Services Company

Springfield (IL)

On-site

USD 36,000 - 51,000

Full time

14 days+

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Job summary

ASM Research is seeking a Senior Customer Service Representative to provide advanced technical support for enterprise IT services in a highly regulated federal environment. You will own complex incidents, perform deep diagnostics across operating systems, productivity tools, and line-of-business applications, coordinating with higher‑tier teams to drive resolution and meet SLAs.

You will strengthen documentation, knowledge articles, and user training to reduce repeat incidents and improve

Qualifications

Associate’s degree in IT, CS or related field or equivalent work experience.
5–8 years of advanced end-user support in enterprise/government service desk environments.
Hands-on experience with IT service management tools such as ServiceNow or JIRA Service Management.
Excellent problem-solving, analytical, communication, and interpersonal skills for high-volume complex tickets.
Experience with root cause analysis and development of documentation/knowledge articles.
U.S. citizenship and ability to obtain/maintain SECRET clearance.

Responsibilities

Deliver advanced troubleshooting for OS, productivity apps, collaboration platforms, and mission systems.
Maintain high-quality ticket hygiene with detailed notes and correct categorization.
Create and update end-user documentation and knowledge articles.
Reinforce security policies and data-handling requirements during access/configuration actions.
Partner with infrastructure, application, and security teams on escalations with clear steps and next actions.
Provide informal coaching to junior and mid-level staff on best practices.