Service Desk Specialist — Tier 1 Support & ITSM Admin

ASM Research, An Accenture Federal Services Company; Arlington (VA); On-site; USD 30,000 - 33,000; Full time

Job summary

ASM Research, an Accenture Federal Services company, seeks a Help Desk Specialist II to provide Tier 1 support and user assistance for a federal client. You will administer accounts, troubleshoot, and guide end users while coordinating with internal teams and documenting steps.

You will join the Service Desk, participate in on-call rotations, and contribute to process improvements and knowledge articles to raise service quality across the client environment.

Qualifications

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

Responsibilities

• Triage, assign, investigate, and resolve user incidents related to Platform Operations and Managed Application Services.
• Support in-depth troubleshooting sessions with internal teams and client stakeholders.
• Perform account creation, updates, password resets, and access provisioning in Active Directory and ITSM tools.
• Assist users with VPN connectivity and zScaler login challenges.
• Document actions, interactions, and resolutions in the ITSM platform.
• Route requests and elevate 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 AI.

Skills

IT Support

Customer Service

Documentation

Active Directory

ITSM

ServiceNow

Office Suite

VPN

zScaler

Communication

Tools

ServiceNow

Remote Desktop

Active Directory Tools

Job description

ASM Research, an Accenture Federal Services company, seeks a Help Desk Specialist II to provide Tier 1 support and user assistance for a federal client. You will administer accounts, troubleshoot, and guide end users while coordinating with internal teams and documenting steps.

You will join the Service Desk, participate in on-call rotations, and contribute to process improvements and knowledge articles to raise service quality across the client environment.