Tier 1 Service Desk Specialist – IT Support & On-Call

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

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.