Senior Enterprise IT Support Specialist

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

Job summary

ASM Research seeks a Senior Customer Service Representative to provide advanced IT support within a federal/regulatory environment. You will own complex incidents, diagnose across systems, and guide users and junior staff toward resolution, while contributing to documentation and training.

You will collaborate with security and infrastructure teams, ensuring policy compliance and effective escalation handling in a high-volume environment.

Qualifications

• Associate’s degree in IT, Computer Science, or related field or equivalent experience.
• 5–8 years of end-user support experience in enterprise/government service desks.
• Hands-on ITSM tools experience (ServiceNow or JIRA Service Management).
• Strong problem-solving, analytical, and communication skills with high ticket volume.
• Root-cause analysis experience and creating knowledge articles.
• U.S. citizenship and ability to obtain SECRET clearance.

Responsibilities

• Provide advanced troubleshooting for OS, productivity apps, collaboration tools, and mission systems.
• Maintain high-quality ticket hygiene with detailed notes and proper categorization.
• Create and update end-user docs, how-to guides, and knowledge articles.
• Reinforce security policies and data-handling requirements while assisting users.
• Coordinate with infrastructure, application, and security teams on escalations.
• Coach junior staff and share advanced troubleshooting techniques.

Skills

Problem solving

Analytical thinking

Communication

Interpersonal skills

Education

Associate’s degree in IT/related field

Bachelor’s degree in IT-related field (preferred)

Tools

ServiceNow

JIRA Service Management

Job description

ASM Research seeks a Senior Customer Service Representative to provide advanced IT support within a federal/regulatory environment. You will own complex incidents, diagnose across systems, and guide users and junior staff toward resolution, while contributing to documentation and training.

You will collaborate with security and infrastructure teams, ensuring policy compliance and effective escalation handling in a high-volume environment.