User Support Specialist – Junior

ASM Research • Washington, DC

14h • Onsite

About The Position

The User Support Specialist – Junior delivers entry‑level technical support to end users in an enterprise environment, resolving routine hardware, software, and account‑related issues while maintaining accurate ticket documentation and strong customer service. The role focuses on first‑line “Basic Support” tier services, using standard procedures and knowledge articles to troubleshoot common problems and escalating complex issues to higher‑tier teams as needed. The specialist also assists with user onboarding, basic training, and knowledge base contributions to enhance system usability and self‑service adoption.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience.
• 0–3 years of experience in IT support or help desk roles providing end‑user support in technical environments.
• Demonstrated ability to resolve routine user requests and perform basic troubleshooting of hardware, software, and network connectivity issues.
• Experience using ticketing systems such as ServiceNow or Jira to document and track incidents and service requests.
• Strong multi‑channel communication skills (phone, email, chat, and in‑person) with a customer‑oriented approach and attention to documentation quality.
• Experience with basic user account management activities including account setup, password resets, and standard access requests.
• Must meet DoD 8140 requirements, hold an active Secret clearance, and be a U.S. citizen eligible to work in a federal IT environment.

Nice To Haves

• Familiarity with basic networking and operating system concepts (e.g., Windows client environments, basic TCP/IP, and common productivity tools).
• Exposure to IT service management tools or environments and an understanding of structured support processes.
• Entry‑level certification such as CompTIA A+ or equivalent; CompTIA Network+ or Security+ is a plus.
• Experience contributing to knowledge base content or user‑facing documentation in an IT support context.

Responsibilities

• Provide first‑line support for common technical issues including login, software, and basic connectivity problems using established troubleshooting steps and knowledge articles.
• Log, track, and update incidents and service requests in ticketing systems such as ServiceNow or Jira, ensuring clear documentation of user issues and resolutions.
• Perform basic troubleshooting of hardware, software, and network issues within defined scope, escalating unresolved or complex cases to higher‑tier support teams.
• Assist with account setup, password resets, and routine access requests in accordance with security and access management procedures.
• Communicate clearly and professionally with users across phone, email, chat, and in‑person channels to guide issue resolution and set expectations.
• Document resolutions and contribute to the improvement of knowledge base content, support articles, and FAQs based on recurring issues.
• Support user onboarding and basic training activities on enterprise systems and tools, reinforcing common procedures and best practices.
• Maintain awareness of supported systems and applications, learning enterprise support processes to improve service delivery over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level