Senior Help Desk Specialist: Secure IT Support

ASM Research, An Accenture Federal Services Company; Bethesda (MD); On-site; USD 36,000 - 44,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Specialist III to provide first-contact IT support to end users in a regulated federal IT environment. You will diagnose and resolve hardware, OS, and application issues across PC and Mac, while delivering clear, customer-focused assistance.

This role creates complete incident records, follows escalation procedures, and helps restore service within SLAs.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• Up to 2 years of hands-on IT help desk or end-user support experience.
• Experience troubleshooting PC/Mac hardware, OS, apps, and peripherals.
• Experience documenting incidents and resolutions in an ITSM/ticketing system.
• Clear, technically accurate support for users with varying tech proficiency.
• Ability to follow access control, credential protection, and cybersecurity reporting.

Responsibilities

• Serve as the first point of contact for incidents and service requests via multiple channels.
• Diagnose and resolve common PC/Mac hardware, OS, app, and connectivity issues.
• Support enterprise email, authentication, password resets, and access- related issues.
• Apply structured troubleshooting and document outcomes; escalate when needed.
• Create and maintain incident/service-request records with details and history.
• Route and expand tickets based on urgency and required specialized support.
• Configure and support standard workstation software, printers, and devices.
• Recognize cybersecurity events and report indicators per procedures.

Skills

IT help desk

Troubleshooting

End-user support

Documentation

Cybersecurity awareness

Education

High school diploma or equivalent

Associate degree in IT or related field preferred

Tools

ServiceNow

Job description

ASM Research, An Accenture Federal Services Company, is seeking a Help Desk Specialist III to provide first-contact IT support to end users in a regulated federal IT environment. You will diagnose and resolve hardware, OS, and application issues across PC and Mac, while delivering clear, customer-focused assistance.

This role creates complete incident records, follows escalation procedures, and helps restore service within SLAs.