User Support Specialist Senior

The User Support Specialist Senior provides front-line technical assistance to users across enterprise environments, focusing on basic support tier incidents and service requests logged through IT service management tools such as ServiceNow or Jira. This role serves as a primary point of contact for hardware, software, account, and connectivity issues, ensuring accurate ticket logging, timely updates, and adherence to service levels in a highly regulated government environment. The specialist supports users via multiple channels—phone, email, chat, and in‑person—while escalating more complex problems to higher-tier teams and contributing to knowledge content and user training. The position emphasizes consistent, courteous user interaction, clear documentation, and disciplined triage and escalation to maintain service quality in mission‑critical environments that require a Secret clearance. The User Support Specialist Senior also reinforces secure use of enterprise systems, supports user training and coaching on workflows and self‑service tools, and helps reduce repeat incidents through improved processes and knowledge artifacts. Key Responsibilities Provide basic support tier services by handling user requests, logging incidents and service requests, and performing initial troubleshooting via IT service management tools such as ServiceNow or Jira. Use multiple communication channels (phone, email, chat, and in‑person) to deliver courteous, effective user assistance, gathering clear problem details, setting expectations, and following through to resolution or proper escalation. Troubleshoot common end‑user issues involving operating systems, standard business applications, printers, peripheral devices, and basic network connectivity, following established procedures and configuration standards. Perform account administration tasks including user onboarding and offboarding steps, password resets, group or role changes, and basic access requests in accordance with security and auditing policies. Apply defined triage and escalation paths to distinguish routine issues that can be resolved at the basic support tier from more complex incidents requiring higher‑tier or specialist intervention. Log, track, and update all support interactions with clear, complete documentation of symptoms, actions taken, and resolution details to maintain an accurate ticket history and support reporting. Contribute to the development and maintenance of knowledge base articles, FAQs, and job aids by documenting recurring issues, known workarounds, and standard operating procedures aligned with IT support best practices. Support user training sessions or one‑on‑one coaching on common procedures, self‑service tools, and secure use of enterprise systems, reinforcing consistent workflows and reducing repeat incidents. Collect and relay user feedback and observed trends to help improve support processes, identify recurring issues, and inform continuous improvement in enterprise IT support. Required Qualifications Associates degree in Information Technology, Computer Science, or a related field, or equivalent relevant experience (per IT Support Specialist IV standard). Typically 3–5 years of progressively responsible IT user support or help desk experience in enterprise environments, including experience in mission‑critical or highly regulated government settings. Demonstrated proficiency using IT service management and ticketing platforms (e.g., ServiceNow or Jira) to log, triage, route, and resolve basic support tier incidents and service requests with clear documentation. Hands‑on experience troubleshooting end‑user hardware, operating systems, standard business applications, printers, peripherals, and basic network connectivity within defined procedures. Experience performing account administration tasks such as password resets, basic access changes, and onboarding/offboarding in accordance with security, auditing, and compliance policies. Active Secret security clearance or the ability to obtain and maintain a Secret clearance, in alignment with program requirements. U.S. citizenship required. Ability to work in a remote environment supporting users in a federal or enterprise IT context while meeting defined response and resolution targets. Preferred Qualifications Experience supporting users in environments that require at least a Secret clearance and strict access control practices. Exposure to ITIL or IT service management concepts related to incident, request, and knowledge management. Entry‑level technical or service management certifications such as CompTIA A+, CompTIA Security+, ITIL Foundation, or equivalent vendor certifications. Prior experience contributing to or maintaining IT support knowledge bases and delivering user training in enterprise or federal IT environments. Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.   EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.   All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.   Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.   Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.