Customer Service Representative

ASM Research

40d

About The Position

The Customer Service Representative provides first-level technical support for
users of enterprise IT services in a highly regulated government environment,
serving as the primary point of contact for incidents and service requests. The
role gathers detailed information, troubleshoots hardware, software, account,
and connectivity issues, and either resolves them or routes tickets to
higher-tier teams while maintaining clear communication on status and
expectations. It also leverages IT service management tools to log, track, and
update tickets, and contributes to knowledge articles, user guidance, and basic
training to improve self-service and reduce recurring issues across
mission-critical systems.

Requirements

• Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
• 4–7 years of experience in IT support, service desk, or help desk roles providing direct end-user technical assistance.
• Knowledge of IT support principles and experience with IT service management tools such as ServiceNow, JIRA, or similar platforms.
• Strong problem-solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively in a high-volume service desk environment.
• Demonstrated attention to detail and organizational skills, including experience with root cause analysis, user training, and documentation of support procedures.
• Ability to obtain and maintain a SECRET security clearance and U.S. citizenship as required.

Nice To Haves

• Bachelor’s degree in an IT-related field.
• Experience supporting users in secure or classified environments, including familiarity with policies governing controlled systems and restricted data.
• Hands-on experience with ITSM tools for queue management, SLA tracking, and knowledge article linkage within a formal service desk or call center.
• Relevant certifications such as CompTIA A+ or ITIL Foundation.

Responsibilities

• Provide frontline troubleshooting for common end-user issues such as workstation, peripheral, operating system, collaboration, and basic network access problems using standard diagnostic procedures and scripts.
• Log, categorize, and prioritize incidents and service requests in IT service management tools, ensuring accurate detail, impact, and urgency are captured for efficient resolution.
• Follow established workflows and escalation paths to route complex or high-impact issues to specialized support teams while maintaining ownership of user communication and expectations.
• Guide users through step-by-step resolutions and how‑to assistance for approved software, authentication methods, remote access solutions, and standard enterprise tools in a federal IT environment.
• Document troubleshooting steps, resolutions, and workarounds to enrich the knowledge base and support consistent handling of recurring issues.
• Apply data security and compliance best practices during support activities, including identity verification, proper handling of sensitive information, and adherence to access control procedures.
• Use reports and ticket trends to identify recurring problems and recommend improvements to documentation, training, or standard configurations that reduce incident volume and improve user satisfaction.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree