Senior Enterprise IT Support Specialist

ASM Research, An Accenture Federal Services Company; Jackson (MS); 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 IT support in a regulated federal environment. You will own complex incidents, coordinate with higher-tier teams, and drive resolution to meet SLAs.

You will help strengthen documentation, train staff, and reinforce security/compliance while collaborating with infrastructure, application, and security teams to improve self-service and reduce repeat issues.

Qualifications

• Associate’s degree in IT, Computer Science, or related field or equivalent work experience.
• 5–8 years of experience in advanced end-user support in enterprise or government service desk.
• Hands-on with ITSM tools such as ServiceNow or JIRA Service Management.
• Strong problem-solving, analytical, and interpersonal skills for high-volume tickets.
• Experience with root cause analysis and developing knowledge articles.
• US 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 accurate notes and linkage to related records.
• Create and update end-user documentation and knowledge articles.
• Reinforce security policies and data-handling guidelines while assisting users.
• Partner with infrastructure, application, and security teams on escalations.
• Provide informal coaching to junior and mid-level staff.

Skills

Advanced IT support

IT service management tools

Root cause analysis

Documentation & knowledge articles

Strong communication

Team coaching

Education

Associate degree in IT/CS or related field

Bachelor's degree preferred in IT

Tools

ServiceNow

JIRA Service Management

Job description

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to provide advanced IT support in a regulated federal environment. You will own complex incidents, coordinate with higher-tier teams, and drive resolution to meet SLAs.

You will help strengthen documentation, train staff, and reinforce security/compliance while collaborating with infrastructure, application, and security teams to improve self-service and reduce repeat issues.