Senior Help Desk Tech - Federal IT Support & Security

asmexternalcareersite; Bethesda (MD); On-site; USD 60,000 - 75,000; Full time

Job summary

ASM Research in Bethesda, MD is seeking a Help Desk Specialist III to provide first-contact technical support for end users across PC and Mac platforms within a regulated federal IT environment.

You will diagnose and resolve hardware, OS, email, access and connectivity issues, create complete incident records, and escalate when needed, all while protecting credentials and following security procedures.

Qualifications

• Clear, and technically accurate support to users with varying levels of technology proficiency.
• Follow established procedures for access control, credential protection, endpoint configuration, incident escalation, and cybersecurity reporting.
• Experience documenting incidents, service requests, troubleshooting actions, resolutions and escalations in an IT service-management or ticketing system.

Responsibilities

• Serve as the first point of contact for end users reporting incidents and service requests through phone, email, web portal, remote-support tools, and walk-up or in-person support channels.
• Diagnose and resolve common PC and Mac hardware, operating-system, desktop-application, peripheral, printer, scanner, docking-station, display, keyboard, mouse, and local-connectivity issues.
• Support enterprise email, directory, authentication, password-reset, account-access, and standard productivity-application issues while protecting user credentials and following approved access-control procedures.
• Apply structured troubleshooting techniques to gather symptoms, reproduce issues when possible, identify likely causes, implement approved fixes, validate restoration of service, and document outcomes.
• Create complete and accurate incident and service-request records that capture user impact, affected equipment or applications, troubleshooting actions, resolution details, priority, ownership, and escalation history.
• Prioritize, route, and elevate tickets based on urgency, user impact, service-level expectations, and the need for specialized desktop, network, security, application, or infrastructure support.
• Configure, install, test, and support standard workstation software, printers, and peripheral devices in accordance with approved endpoint-management and configuration procedures.
• Recognize and promptly elevate suspected cybersecurity events, malware indicators, phishing reports, unauthorized-access concerns, and repeated authentication failures using established incident-reporting procedures.

Skills

Customer-focused support

Clear communication

Troubleshooting

Documentation

End-user support

Education

High school diploma or equivalent

Associate degree in IT/CS preferred

Tools

ServiceNow

Job description

ASM Research in Bethesda, MD is seeking a Help Desk Specialist III to provide first-contact technical support for end users across PC and Mac platforms within a regulated federal IT environment.

You will diagnose and resolve hardware, OS, email, access and connectivity issues, create complete incident records, and escalate when needed, all while protecting credentials and following security procedures.