Senior Enterprise IT Support Specialist

asmexternalcareersite; United States; Remote; USD 85,000 - 125,000; Full time

Job summary

ASM Research seeks a Customer Service Representative, Senior to deliver advanced technical support for enterprise IT services in a highly regulated federal environment. You will own complex incidents, perform deep diagnostics, and coordinate with higher-tier teams to drive resolution and improve self-service.

You will also strengthen documentation, knowledge articles, and user training to reduce repeats. A government-focused role with opportunities to mentor staff and improve service desk

Qualifications

• Associate degree in IT or related field or equivalent experience.
• 5–8 years in advanced end-user support in enterprise/government settings.
• Experience with ITSM tools such as ServiceNow or JIRA Service Management.
• U.S. citizenship with ability to obtain SECRET security clearance.

Responsibilities

• Deliver advanced troubleshooting for OS, productivity apps, collaboration platforms, and mission systems using structured diagnostics.
• Maintain high-quality ticket hygiene in ITSM platforms with detailed notes and proper categorization.
• Create and update knowledge articles and end-user guides from recurring issues.
• Adhere to security policies and data-handling requirements while assisting users with access and remediation actions.
• Collaborate with infrastructure, application, and security teams on escalations with clear reproduction steps and actions.
• Provide informal coaching to junior staff on best practices and advanced troubleshooting.

Skills

End-user support

ITSM tools

Remote support

Documentation

Security compliance

Mentoring

Communication

Education

Associate degree in IT or related field

Bachelor’s degree in IT (preferred)

Tools

ServiceNow

JIRA Service Management

Job description

ASM Research seeks a Customer Service Representative, Senior to deliver advanced technical support for enterprise IT services in a highly regulated federal environment. You will own complex incidents, perform deep diagnostics, and coordinate with higher-tier teams to drive resolution and improve self-service.

You will also strengthen documentation, knowledge articles, and user training to reduce repeats. A government-focused role with opportunities to mentor staff and improve service desk