Customer Service Representative, Senior

ASM Research

34d

About The Position

The Customer Service Representative, Senior provides advanced technical support
for users of enterprise IT services in a highly regulated federal environment.
The role owns complex incidents and service requests, performing deep
diagnostics across hardware, operating systems, productivity and collaboration
tools, and line‑of‑business applications while coordinating with higher‑tier
teams to drive resolution and meet service‑level commitments. It also serves as
a subject‑matter resource on the service desk, strengthening documentation,
knowledge articles, and user training to reduce repeat incidents and improve
self‑service.

Requirements

• Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
• Approximately 5–8 years of experience providing advanced end‑user support in enterprise or government service desk environments.
• Deep understanding of IT support principles and hands‑on experience with IT service management tools (for example, ServiceNow or JIRA Service Management).
• Excellent problem‑solving, analytical, communication, and interpersonal skills with the ability to manage a high volume of complex tickets.
• Demonstrated experience with root cause analysis, user training, and development of documentation or knowledge articles for recurring issues.
• S. citizenship and the ability to obtain and maintain a SECRET security clearance.

Nice To Haves

• Bachelor’s degree in an IT‑related field.
• Experience in high‑volume service desk environments supporting distributed or remote workforces.
• Industry certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Familiarity with federal or DoD security policies and restricted‑data handling requirements.

Responsibilities

• Deliver advanced troubleshooting for operating systems, productivity applications, collaboration platforms, and specialized mission systems using structured diagnostic methods and remote support tools.
• Maintain high‑quality ticket hygiene in IT service management platforms by capturing detailed work notes, accurate categorization, and linkage to related incidents, problems, and changes.
• Create and update end‑user documentation, how‑to guides, and knowledge articles based on frequently asked questions and recurring issues.
• Reinforce security policies, acceptable‑use guidelines, and data‑handling requirements while assisting users with access, configuration, and remediation actions.
• Partner with infrastructure, application, and security teams on escalations, providing clear problem descriptions, reproduction steps, and recommended next actions.
• Provide informal coaching and guidance to junior and mid‑level service desk staff by sharing best practices and advanced troubleshooting techniques.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees