Service Desk Agent

The Customer Service Representative, Junior provides entry-level, first-line technical support for users of enterprise IT services in a highly regulated government environment. The role receives and documents incidents and service requests, performs basic troubleshooting, and resolves common end‑user issues under the guidance of more senior staff. It uses standard procedures and IT service management tools to log tickets, apply known solutions, and escalate more complex problems while supporting knowledge capture and user education for mission‑critical systems. 

• →Perform initial triage and basic troubleshooting for routine end‑user issues involving workstations, approved software, printing, email, and account access using documented checklists and scripts. 
• →Record incidents and service requests accurately in IT service management tools, selecting correct categories, priorities, and assignment groups to enable efficient handling by higher‑tier teams. 
• →Follow clearly defined escalation paths and service desk runbooks, handing off complex or high‑impact issues while maintaining courteous, understandable communication with users. 
• →Guide users through standard how‑to 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 verification of user identity and proper handling of sensitive information. 
• →Use the knowledge base to apply known error resolutions and document new, straightforward fixes or usage tips to aid future incident handling. 
• →Manage a personal ticket queue by updating work notes, tracking status, and meeting response and resolution expectations defined for entry‑level service desk roles. 

• 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 (for example, 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 and U.S. citizenship as required. 

• 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 foundational understanding of end‑user support and service management concepts. 
• Familiarity with agency or federal IT environments and related policies. 

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.

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.