Customer Service Representative, Senior

Position Overview The Customer Service Representative, Senior provides advanced technical support for users of enterprise IT services in a highly regulated federal environment. The role owns complex incidents and service requests, performing deep diagnostics across hardware, operating systems, productivity and collaboration tools, and lineu2011ofu2011business applications while coordinating with higheru2011tier teams to drive resolution and meet serviceu2011level commitments. It also serves as a subjectu2011matter resource on the service desk, strengthening documentation, knowledge articles, and user training to reduce repeat incidents and improve selfu2011service. Key Responsibilities + Deliver advanced troubleshooting for operating systems, productivity applications, collaboration platforms, and specialized mission systems using structured diagnostic methods and remote support tools. + Maintain highu2011quality ticket hygiene in IT service management platforms by capturing detailed work notes, accurate categorization, and linkage to related incidents, problems, and changes. + Create and update endu2011user documentation, howu2011to guides, and knowledge articles based on frequently asked questions and recurring issues. + Reinforce security policies, acceptableu2011use guidelines, and datau2011handling requirements while assisting users with access, configuration, and remediation actions. + Partner with infrastructure, application, and security teams on escalations, providing clear problem descriptions, reproduction steps, and recommended next actions. + Provide informal coaching and guidance to junior and midu2011level service desk staff by sharing best practices and advanced troubleshooting techniques. Required Qualifications + Associateu2019s degree in IT, Computer Science, or a related field, or equivalent relevant work experience. + Approximately 5u20138 years of experience providing advanced endu2011user support in enterprise or government service desk environments. + Deep understanding of IT support principles and handsu2011on experience with IT service management tools (for example, ServiceNow or JIRA Service Management). + Excellent problemu2011solving, analytical, communication, and interpersonal skills with the ability to manage a high volume of complex tickets. + Demonstrated experience with root cause analysis, user training, and development of documentation or knowledge articles for recurring issues. + S. citizenship and the ability to obtain and maintain a SECRET security clearance. Preferred Qualifications + Bacheloru2019s degree in an ITu2011related field. + Experience in highu2011volume service desk environments supporting distributed or remote workforces. + Industry certifications such as CompTIA A+, Network+, or ITIL Foundation. + Familiarity with federal or DoD security policies and restrictedu2011data handling requirements. 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

Created: 2026-03-23