Senior Enterprise IT Support Specialist

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

Job summary

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

The role emphasizes strengthening documentation, knowledge articles, and user training to reduce repeats and improve self-service, while guiding junior staff

Qualifications

• Associate’s degree in IT, Computer Science, or related field or equivalent experience.
• Approximately 5–8 years of advanced end-user support in enterprise/government service desk environments.
• Deep understanding of IT support principles and hands-on experience with ITSM tools such as ServiceNow or JIRA Service Management.
• Excellent problem-solving, analytical, communication, and interpersonal skills with ability to manage high-volume complex tickets.
• Experience with root cause analysis, user training, and creating documentation for recurring issues.
• 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 ticket hygiene with detailed notes, correct categorization, and linkages to related incidents, problems, and changes.
• Create/update end-user documentation, how-to guides, and knowledge articles.
• Reinforce security policies, acceptable-use guidelines, and data-handling requirements while assisting users with access/config/remediation.
• Partner with infrastructure, application, and security teams on escalations with clear reproduction steps and next actions.
• Provide informal coaching to junior/mid-level staff by sharing best practices and advanced troubleshooting techniques.

Skills

ITSM tools

Advanced troubleshooting

Communication

Ticket management

Education

Associate's degree in IT/related field

Bachelor's degree preferred

Tools

ServiceNow

JIRA Service Management

Job description

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

The role emphasizes strengthening documentation, knowledge articles, and user training to reduce repeats and improve self-service, while guiding junior staff