User Support Specialist – Junior

ASM Research•Washington, DC

1d•Onsite

About The Position

The User Support Specialist – Junior provides frontline technical support to end users in a secure, highly regulated enterprise environment, focusing on routine IT incidents and service requests. This role delivers basic support tier services via phone, email, chat, and remote assistance, resolving common hardware, software, and connectivity issues and escalating complex problems to higher-tier teams as needed. The specialist maintains accurate documentation in ticketing systems and contributes to the knowledge base to improve support consistency and efficiency. User Support Specialists will assist users with account-related issues, password resets, and basic access provisioning within directory services, ensuring adherence to standardized incident, request, and escalation procedures aligned to ITIL practices. They will support endpoint devices including laptops, mobile devices, and peripherals, communicate technical solutions clearly to non-technical users, and participate in user training and feedback activities to enhance the overall user experience and support processes.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent combination of education and experience aligned to entry-level IT support roles.
Typically 0–2 years of experience in IT support, help desk, or end-user services, with demonstrated ability to resolve common hardware, software, and network issues.
Experience using ticketing and IT service management tools (e.g., ServiceNow, Jira) to document user interactions, track work, and maintain accurate records.
Foundational knowledge of Windows and/or Linux operating systems, common enterprise productivity applications, and basic networking concepts.
Strong customer service and communication skills, with the ability to explain technical issues in clear, user-friendly language across multiple communication channels.
Ability to work in a secure or regulated environment and follow standardized procedures, including incident, request, and escalation workflows.
Must meet DoD 8140 requirements, hold an active Secret clearance, and be a US citizen.

Nice To Haves

CompTIA A+ or equivalent entry-level technical support certification.
Familiarity with ITIL Foundation concepts and experience working within ITIL-aligned service management processes.
Experience supporting users in highly regulated or government environments, including adherence to security and compliance requirements.
Exposure to knowledge management practices, including authoring or maintaining support documentation, FAQs, or user guides.

Responsibilities

Provide frontline technical support for routine desktop, application, and network connectivity issues using structured diagnostic and troubleshooting processes.
Manage user accounts, password resets, and basic access provisioning within directory services in accordance with established security and access control procedures.
Utilize IT service management tools (such as ServiceNow or Jira) to log, track, and update tickets, ensuring accurate status, timely resolution, and clear communication with end users.
Apply foundational knowledge of operating systems (Windows and Linux) and enterprise applications to resolve common incidents and service requests within the defined basic support scope.
Document incidents, resolutions, and frequently asked questions in a knowledge base, contributing to support articles and FAQs that improve self-service and reduce repeat issues.
Communicate technical information and solutions clearly and professionally to non-technical users across phone, email, chat, and remote support channels.
Follow standardized incident, request, and escalation procedures aligned to ITIL practices, ensuring proper handoffs to higher-tier teams for complex or high-impact issues.
Support endpoint devices including laptops, mobile devices, and peripherals, performing basic configuration, installation, and troubleshooting activities as required.
Participate in user orientation or training sessions to reinforce common procedures, best practices, and available self-service resources.
Collect and share user feedback and recurring issue patterns to help refine support processes and drive continuous improvement in the client environment.