Service Desk Customer Service Representative
ASM Research•Lorton, VA
•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.
- 1+ years’ experience in a Service Desk environment
- Secret clearance
- Shift will be 12pm – 8pm EST
- 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.
- Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume.
- Support a shared on-call schedule as needed.
Benefits
- Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
