Senior IT Support Specialist — Remote Enterprise

Socket.dev; Arlington (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

ASM Research is seeking a Senior User Support Specialist to provide front-line technical assistance for enterprise IT environments, handling basic incidents and service requests via ServiceNow or Jira, with accurate logging and SLA adherence in a government setting.

The role supports hardware, software, accounts, and connectivity issues through multiple channels, escalating complex problems to higher tiers while contributing to knowledge content and user training in a secure remote environment

Qualifications

• Associates degree in Information Technology, Computer Science, or related field, or equivalent experience.
• Typically 3–5 years of progressive IT user support or help desk experience in enterprise environments.
• Proficient with IT service management and ticketing platforms (ServiceNow/Jira) for logging and resolving incidents.
• Hands-on experience troubleshooting end-user hardware, OS, apps, printers, and basic network connectivity.
• Experience with account administration tasks like password resets and onboarding/offboarding.
• Active Secret clearance or ability to obtain one; U.S. citizenship required.
• Ability to work in a remote environment supporting federal/enterprise IT with defined response targets.
• Exposure to ITIL concepts or related certifications is a plus.

Responsibilities

• Provide basic support tier services by logging incidents and requests and performing initial troubleshooting.
• Use multiple channels (phone, email, chat, in-person) to assist users and escalate when needed.
• Troubleshoot common end-user issues with defined procedures and standards.
• Handle account administration tasks including onboarding/offboarding and password resets.
• Apply triage/escalation paths to route complex issues to higher tiers.
• Log and update all interactions with clear documentation for history and reporting.
• Contribute to knowledge base articles, FAQs, and job aids.
• Support user training sessions and self-service tool adoption.
• Collect user feedback to improve support processes.

Skills

IT support experience

ServiceNow/Jira

Troubleshooting end-user issues

Communication skills

Security clearance readiness

Education

Associates degree in IT or related field

Tools

ServiceNow

Jira

Job description

ASM Research is seeking a Senior User Support Specialist to provide front-line technical assistance for enterprise IT environments, handling basic incidents and service requests via ServiceNow or Jira, with accurate logging and SLA adherence in a government setting.

The role supports hardware, software, accounts, and connectivity issues through multiple channels, escalating complex problems to higher tiers while contributing to knowledge content and user training in a secure remote environment