Junior Customer Support Specialist

Position Overview

The Junior Customer Support Specialist provides essential, entry-level technical support for users of enterprise IT services in a highly regulated government environment. This role involves receiving and documenting incidents and service requests, performing basic troubleshooting, and resolving common end-user issues under the guidance of more experienced staff.

Utilizing standard procedures and IT service management tools, you will log tickets, apply known solutions, and escalate complex problems while contributing to knowledge capture and user education for critical systems.

Key Responsibilities

• Conduct initial triage and basic troubleshooting for routine end-user issues involving workstations, approved software, printing, email, and account access using documented checklists and scripts.
• Accurately record incidents and service requests in IT service management tools, selecting the correct categories, priorities, and assignment groups for efficient handling by higher tier teams.
• Follow defined escalation paths and service desk runbooks, facilitating the handoff of complex or high-impact issues while maintaining courteous and clear communication with users.
• Guide users through standard tasks such as password resets, connecting to collaboration tools, and accessing approved resources in a federal IT environment.
• Adhere to established security and privacy practices during support interactions, including user identity verification and handling sensitive information appropriately.
• Utilize the knowledge base to apply known error resolutions and document straightforward fixes or usage tips to assist with future incident handling.
• Manage a personal ticket queue by updating work notes, tracking status, and adhering to response and resolution expectations set for entry-level service desk roles.

Required Qualifications

• Associate's degree in IT, Computer Science, or a related field, or equivalent relevant work experience.
• 0-3 years of experience in IT support, service desk, or related customer-facing technical roles.
• Foundational understanding of IT support principles and familiarity with IT service management tools (e.g., ServiceNow, JIRA, or similar platforms).
• Good problem-solving, analytical, communication, and interpersonal skills with the ability to manage multiple tasks effectively in a high-volume support environment.
• Attention to detail and strong organizational skills, with training or experience in documenting support activities and following standard operating procedures.
• Ability to obtain and maintain a SECRET security clearance, along with U.S. citizenship as required.

Preferred Qualifications

• Bachelor's degree in an IT-related field.
• Exposure to ITSM tools such as ServiceNow for logging and tracking tickets within a structured service desk environment.
• Entry-level certifications such as CompTIA A+ or ITIL Foundation indicating a foundational understanding of end-user support and service management concepts.
• Familiarity with agency or federal IT environments and related policies.

Compensation

Compensation ranges for this position may vary based on multiple factors, including but not limited to location, skill set, years of education, certifications, client requirements, and years of experience. The compensation for this role is a general guideline and may differ based on unique qualifications and circumstances.

EEO Requirements

ASM is committed to equal employment opportunities for all individuals. All recruiting, hiring, training, and promoting processes are conducted without regard to race, color, religion, sex, disability, age, sexual orientation, or national origin.

Physical Requirements

The physical requirements of this job are typical of those that may be expected in an office environment. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the primary functions of this role.