Senior IT Help Desk Specialist – Advanced User Support

ASM Research, An Accenture Federal Services Company; Augusta (ME); On-site; USD 54,000 - 78,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a Senior Customer Service Representative to deliver advanced IT support for enterprise users in a regulated federal setting. You will own complex incidents, perform in-depth diagnostics, and coordinate with higher-tier teams to meet SLAs.

The role emphasizes documenting knowledge, improving self-service, and coaching junior staff while ensuring security and policy compliance across OS, apps, and mission systems.

Qualifications

• Associate’s degree in IT or related field or equivalent experience.
• 5–8 years in advanced end-user support in enterprise or government service desks.
• Experience with ITSM tools (ServiceNow, JIRA Service Management).
• Strong problem-solving, analytical, and communication skills.
• Experience with root cause analysis and knowledge article development.
• U.S. citizenship and ability to obtain SECRET clearance.

Responsibilities

• Deliver advanced troubleshooting for OS, productivity apps, collaboration platforms, and mission systems.
• Maintain high-quality ticket hygiene in ITSM platforms with detailed notes and proper linkage.
• Create and update end-user documentation and knowledge articles.
• Reinforce security policies and data-handling requirements with users.
• Partner with infrastructure, application, and security teams on escalations.
• Provide informal coaching to junior and mid-level service desk staff.

Skills

Advanced end-user support

Incident management

IT service management

Documentation

Communication skills

SECRET clearance

Education

Associate's degree in IT or related field

Bachelor's degree preferred

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 users in a regulated federal setting. You will own complex incidents, perform in-depth diagnostics, and coordinate with higher-tier teams to meet SLAs.

The role emphasizes documenting knowledge, improving self-service, and coaching junior staff while ensuring security and policy compliance across OS, apps, and mission systems.