Senior Enterprise IT Support Specialist

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

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to provide advanced technical support in a regulated federal environment. You will own complex incidents, diagnose across OS, productivity tools, and mission systems, and coordinate with higher-tier teams to meet SLAs.

You will also develop documentation and training to reduce repeat issues, reinforce security policies, and guide junior staff with best practices in a dynamic service desk.

Qualifications

• Associate’s degree in IT/CS or equivalent work experience.
• 5–8 years of advanced end-user support in enterprise/government service desks.
• Hands-on ITSM tool experience (ServiceNow/Jira Service Management).
• Strong problem-solving, communication, and ticket-management skills.
• US citizenship and ability to obtain SECRET clearance.

Responsibilities

• Provide advanced troubleshooting for operating systems, productivity apps, and mission systems.
• Maintain high ticket hygiene with detailed notes and proper categorization.
• Create and update user guides and knowledge articles.
• Enforce security policies and data handling while assisting with access and remediation actions.
• Coordinate with infrastructure, application, and security teams on escalations.
• Coach junior and mid-level staff with best practices.

Skills

Advanced end-user support

Incident ownership

Strong communication

Education

Associate's degree in IT/CS

Bachelor's degree (preferred)

Tools

ServiceNow

JIRA Service Management

Job description

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to provide advanced technical support in a regulated federal environment. You will own complex incidents, diagnose across OS, productivity tools, and mission systems, and coordinate with higher-tier teams to meet SLAs.

You will also develop documentation and training to reduce repeat issues, reinforce security policies, and guide junior staff with best practices in a dynamic service desk.