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 line‑of‑business applications while coordinating with higher‑tier teams to drive resolution and meet service‑level commitments. It also serves as a subject‑matter resource on the service desk, strengthening documentation, knowledge articles, and user training to reduce repeat incidents and improve self‑service. 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 high‑quality 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 end‑user documentation, how‑to guides, and knowledge articles based on frequently asked questions and recurring issues. Reinforce security policies, acceptable‑use guidelines, and data‑handling 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 mid‑level service desk staff by sharing best practices and advanced troubleshooting techniques. Required Qualifications Associate’s degree in IT, Computer Science, or a related field, or equivalent relevant work experience. Approximately 5–8 years of experience providing advanced end‑user support in enterprise or government service desk environments. Deep understanding of IT support principles and hands‑on experience with IT service management tools (for example, ServiceNow or JIRA Service Management). Excellent problem‑solving, 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 Bachelor’s degree in an IT‑related field. Experience in high‑volume 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 restricted‑data 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 "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.