Service Desk Customer Service Representative II

ASM Research•Lorton, VA

11d•Onsite

About The Position

The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).

Requirements

Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
4+ years’ experience in a Service Desk environment
Secret clearance
Excellent communication and customer service skills.
Familiarity with ITIL v4 Foundations or HDI standards for IT service management.
Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI.
Strong troubleshooting skills across hardware, software, and networking concepts.
Ability to adapt to new technologies and evolving service delivery models.

Nice To Haves

Knowledge in some of the following areas preferred: eApp/e-QIP, NBIS Agency, STEPP, Enterprise Service Delivery (ESD) (ServiceNow platform), General D-ICAM, NCAISS, NISS (also Facility Profile Updates and Change condition packages), NP2, DISS, DCII

Responsibilities

Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate.
Respond to incidents and service requests according to assigned criticality and established SLAs.
Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups.
Support enterprise IT services and end-user technologies, including: Operating systems (Windows, macOS), Office productivity platforms (Microsoft 365), Cloud collaboration tools, Mobile devices (iOS, Android), Common peripherals and communication services.
Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools.
Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms.
Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement.
Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed.
Support a shared on-call schedule as needed.