Senior IT Support Specialist – Enterprise & Security

ASM Research, An Accenture Federal Services Company; Boise (ID); 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 regulated federal environment. The role handles complex incidents, documents effectively, and mentors junior staff. You’ll work across OS, productivity tools, and mission systems to meet SLAs.

Required experience includes 5–8 years in enterprise/service desk settings, plus ITSM tool proficiency (ServiceNow/Jira). U.S.

Qualifications

• Associate’s degree in IT, Computer Science, or related field or equivalent work experience.
• Approximately 5–8 years of advanced end-user support in enterprise or government service desk environments.
• Hands-on IT service management tools experience (e.g., ServiceNow or JIRA Service Management).
• Strong problem-solving, analytical, and interpersonal communication skills for high-volume tickets.
• Experience with root cause analysis, user training, and knowledge article development.
• U.S. citizenship and ability to obtain and maintain a SECRET clearance.

Responsibilities

• Deliver advanced troubleshooting for OS, productivity apps, collaboration platforms, and mission systems.
• Maintain high-quality ticket hygiene in ITSM platforms with precise notes and linkages.
• Create and update end-user documentation and knowledge articles.
• Enforce security policies and data-handling requirements while assisting users.
• Collaborate with infrastructure, application, and security teams on escalations with clear steps.
• Coach junior staff by sharing best practices and advanced techniques.

Skills

Problem solving

Analytical thinking

Communication skills

Interpersonal skills

Root cause analysis

Education

Associate’s degree in IT or related field

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 regulated federal environment. The role handles complex incidents, documents effectively, and mentors junior staff. You’ll work across OS, productivity tools, and mission systems to meet SLAs.

Required experience includes 5–8 years in enterprise/service desk settings, plus ITSM tool proficiency (ServiceNow/Jira). U.S.