Senior IT Help Desk Specialist – Advanced Enterprise Support

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

Job summary

ASM Research, an Accenture Federal Services company, seeks a Senior Customer Service Representative to provide advanced IT support in a highly regulated federal setting. You will lead complex incidents, collaborate with higher-tier teams, and contribute to knowledge base and user training to reduce repeat issues.

Requirements include an Associate’s degree in IT or related field and 5–8 years of end-user support experience, with ITSM tool proficiency (ServiceNow/Jira). U.S.

Qualifications

• Associate degree or equivalent IT experience with 5–8 years in enterprise/service desk.
• Deep understanding of IT support principles and ITSM tools.
• Strong problem solving, communication, and collaboration skills.
• Experience with root cause analysis and creating knowledge articles.
• US citizenship and ability to obtain SECRET clearance.
• Preferred: ITIL, CompTIA A+/Network+ certifications.

Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity apps, and mission systems.
• Maintain high-quality ticket hygiene in ITSM platforms with detailed notes.
• Create end-user documentation and knowledge articles.
• Reinforce security policies and data handling guidelines for users.
• Partner with infrastructure, application, and security teams on escalations.
• Coach junior/mid-level staff with best practices and techniques.

Skills

Problem solving

Analytical thinking

Communication

Interpersonal skills

Root cause analysis

Knowledge sharing

Education

Associate’s degree in IT/CS

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 provide advanced IT support in a highly regulated federal setting. You will lead complex incidents, collaborate with higher-tier teams, and contribute to knowledge base and user training to reduce repeat issues.

Requirements include an Associate’s degree in IT or related field and 5–8 years of end-user support experience, with ITSM tool proficiency (ServiceNow/Jira). U.S.