Service Desk Customer Service Representative II

The Service Desk will serve as the point of contact for end-user IT issues, requests, and inquiries. This role requires strong technical troubleshooting skills, customer service excellence, and the ability to manage incidents in alignment with defined service level agreements (SLAs).

• →Provide comprehensive Tier 1 Service Desk support, including incident intake, call management, initial troubleshooting, resolution, or escalation as appropriate. 
• →Respond to incidents and service requests according to assigned criticality and established SLAs. 
• →Operate and maintain an approved ticketing and tracking system to log, monitor, and document all user interactions, resolutions, escalations, and follow-ups. 
• →Support enterprise IT services and end-user technologies, including: 
  • →Operating systems (Windows, macOS) 
  • →Office productivity platforms (Microsoft 365) 
  • →Cloud collaboration tools 
  • →Mobile devices (iOS, Android) 
  • →Common peripherals and communication services 
• →Assist users with VPN and virtual desktop infrastructure (VDI) troubleshooting, leveraging secure remote access tools. 
• →Demonstrate proficiency in modern productivity and collaboration tools (Microsoft 365), basic data analysis tools (Power BI), and awareness of emerging technologies such as AI-driven tools and self-service platforms. 
• →Contribute to a knowledge base of common issues and solutions to promote user self-service and reduce call volume. 
• →Conduct trend and root cause analysis to identify opportunities for incident reduction and service improvement. 
• →Demonstrate flexibility to support evolving technology platforms, service delivery models, and organizational needs as directed. 
• →Support a shared on-call schedule as needed  

• Bachelor's Degree or Associate degree +2 years additional relevant experience, or 4 years additional relevant experience can be substituted.
• 4+ years’ experience in a Service Desk environment
• Secret clearance
• Shift will be 6am – 2pm EST
• Excellent communication and customer service skills. 
• Familiarity with ITIL v4 Foundations or HDI standards for IT service management. 
• Experience with enterprise IT environments, including Windows, macOS, Microsoft 365, VPN, and VDI. 
• Strong troubleshooting skills across hardware, software, and networking concepts. 
• Ability to adapt to new technologies and evolving service delivery models. 

• Knowledge in some of the following areas preferred:
  • eApp/e-QIP 
  • NBIS Agency
  • STEPP
  • Enterprise Service Delivery (ESD) (ServiceNow platform) 
  • General D-ICAM 
  • NCAISS 
  • NISS (also Facility Profile Updates and Change condition packages)
  • NP2
  • DISS
  • DCII

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.