Senior Enterprise IT User Support Specialist – Security-Focused

ASM Research, An Accenture Federal Services Company; Indianapolis (IN); On-site; USD 73,977,000 - 106,764,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to deliver advanced IT support for enterprise systems in a regulated federal environment. You will own complex incidents, perform deep diagnostics across OS and mission systems, and coordinate with higher-tier teams to drive resolution.

The role expands knowledge base, improves self-service, and mentors junior staff through documentation and training initiatives.

Qualifications

• Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
• Approximately 5–8 years of experience providing advanced end‑user support in enterprise or government service desk environments.
• Deep understanding of IT support principles and hands‑on experience with IT service management tools (e.g., ServiceNow or Jira Service Management).
• Excellent problem‑solving, analytical, communication, and interpersonal skills with the ability to manage a high volume of complex tickets.
• Demonstrated experience with root cause analysis, user training, and development of documentation or knowledge articles for recurring issues.
• S. citizenship and the ability to obtain and maintain a SECRET security clearance.

Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity applications, collaboration platforms, and specialized mission systems.
• Maintain high-quality ticket hygiene in IT service management platforms with detailed notes and correct categorization.
• Create and update end-user documentation, how-to guides, and knowledge articles.
• Reinforce security policies, acceptable-use guidelines, and data-handling requirements.
• Partner with infrastructure, application, and security teams on escalations with clear problem descriptions and next steps.
• Provide informal coaching to junior and mid-level staff by sharing best practices and techniques.

Skills

Advanced troubleshooting

Problem solving

Communication

Interpersonal skills

Ticket management

Education

Associate’s degree in IT/CompSci

Bachelor’s degree in IT-related field

Tools

ServiceNow

Jira Service Management

Job description

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to deliver advanced IT support for enterprise systems in a regulated federal environment. You will own complex incidents, perform deep diagnostics across OS and mission systems, and coordinate with higher-tier teams to drive resolution.

The role expands knowledge base, improves self-service, and mentors junior staff through documentation and training initiatives.