Service Desk Analyst

asmexternalcareersite; Arlington (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

ASM Research is seeking a Help Desk Specialist II to join the Service Desk for Platform Operations and Managed Application Services, providing Tier 1 IT support, user account administration, and incident resolution for a federal client.

You will be the primary contact for end users, collaborate with cross-functional teams, and participate in on-call rotations while documenting procedures and contributing to process improvements.

Qualifications

• Experience in a Service Desk, IT Support, or Help Desk environment.
• Strong analytical and customer service skills.
• Ability to document procedures and create end-user guides.
• Experience working with cross-functional technical teams.
• Excellent written and verbal communication skills.
• Proficiency supporting Windows Active Directory, ServiceNow ITSM, Office Suite, and VPN/zScaler.

Responsibilities

• Triage, assign, investigate, and resolve user incidents related to Platform Operations and Managed Application Services.
• Support in-depth troubleshooting with internal teams and client stakeholders.
• Create and update user accounts, password resets, and access provisioning in AD and ITSM tools.
• Assist users with VPN connectivity and zScaler login challenges.
• Document actions and resolutions in the ITSM platform.
• Route requests and escalate issues to technical teams as needed.
• Answer calls and participate in major incident escalation.
• Develop user guides and knowledge articles for internal and client use.
• Support continuous improvement of Service Desk processes and service quality, including AI.

Skills

Customer service

Analytical thinking

Documentation

Cross-functional collaboration

Written and verbal communication

IT support experience

Tools

Windows Active Directory

ServiceNow ITSM

Microsoft Office Suite

Remote desktop tools

Cisco VPN

zScaler

Job description

We are seeking a skilled Help Desk Specialistto join our Service Desk team supporting Platform Operations and Managed Application Services for a federal client. This role provides "Tier 1" technical support, user account administration, troubleshooting assistance, and customer service to ensure efficient and secure operations across the client environment.

You will serve as a primary point of contact for end users, collaborate with internal technical teams, and assist in improving Service Desk processes and documentation. You will also join the Service Desk on-call rotation.

Key Responsibilities

• Triage, assign, investigate, and resolve user incidents related to Platform Operations and Managed Application Services.
• Support in-depth troubleshooting sessions with internal teams, Accenture resources, and client stakeholder groups.
• Perform account creation, updates, password resets, and access provisioning in Active Directory and project ITSM tools.
• Assist users with VPN connectivity and zScaler login challenges.
• Document all actions, interactions, and resolutions in the ITSM platform.
• Route requests and escal issues to technical teams as needed.
• Answer customer calls and major incident escalation calls.
• Develop clear user guides and knowledge articles for internal and client use.
• Support continuous improvement of Service Desk processes and service quality, including leveraging AI.

Required Qualifications (Aligned to Help Desk Specialist II LCAT)

• Experience in a Service Desk, IT Support, or Help Desk environment.
• Strong analytical and customer service skills.
• Ability to document procedures and create end-user guides.
• Experience working with cross-functional technical teams.
• Excellent written and verbal communication skills.
• Proficiency supporting the following technologies:
  • Windows Active Directory (user administration, group memberships, password resets)
  • ServiceNow or equivalent ITSM platform
  • Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, CoPilot)
  • Remote desktop troubleshooting tools
  • Cisco VPN (end-user support)
  • zScaler access and connectivity support

Preferred Qualifications

• Experience in a federal contracting environment.
• Familiarity with ITIL or ITSM best practices.
• Experience producing operational metrics and dashboard reports.
• Exposure to enterprise security tools and configurations.

  Compensation Ranges

  Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

  EEO Requirements

  It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

  All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

  Physical Requirements

  The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

  Disclaimer

  The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.