Senior IT Service Desk Specialist - Advanced Support

ASM Research, An Accenture Federal Services Company; Lansing (MI); 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 deliver advanced technical support in a regulated federal environment, owning complex incidents and coordinating with higher-tier teams.

You will strengthen knowledge articles, assist with user training, and improve self-service while upholding security and data-handling requirements.

Qualifications

• Associate’s degree in IT, Computer Science, or related field, or equivalent experience.
• 5–8 years of advanced end-user support in enterprise or government service desk environments.
• Hands-on ITSM tool experience (ServiceNow or Jira Service Management).
• Excellent problem-solving, analytical, communication, and interpersonal skills for high-volume tickets.
• Experience with root-cause analysis, user training, and knowledge articles for recurring issues.
• U.S. citizenship and ability to obtain SECRET clearance.

Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity apps, collaboration platforms, and mission systems using structured diagnostics and remote support.
• Maintain high-quality ticket hygiene in IT service management platforms with detailed work notes and accurate categorization.
• Create and update end-user documentation, how-to guides, and knowledge articles based on FAQs and recurring issues.
• Reinforce security policies, acceptable-use guidelines, and data-handling requirements while assisting users with access and remediation actions.
• Partner with infrastructure, application, and security teams on escalations with clear problem descriptions and next actions.
• Provide informal coaching to junior and mid-level staff by sharing best practices and advanced troubleshooting techniques.

Skills

ITSM knowledge

ServiceNow

Jira Service Management

Root cause analysis

Strong communication

Security clearance readiness

Education

Associate’s degree in IT/CS

Bachelor’s degree in IT

Tools

ServiceNow

Jira Service Management

Job description

ASM Research, an Accenture Federal Services company, seeks a Senior Customer Service Representative to deliver advanced technical support in a regulated federal environment, owning complex incidents and coordinating with higher-tier teams.

You will strengthen knowledge articles, assist with user training, and improve self-service while upholding security and data-handling requirements.