Technical Support Specialist II

Position Overview

As a Technical Support Specialist II, you will be at the forefront of providing exceptional first-level technical support to users of enterprise IT services within a highly regulated government environment. You will serve as the primary point of contact for incidents and service requests, adeptly gathering detailed information, troubleshooting a variety of hardware, software, account, and connectivity issues. You will either resolve these issues directly or expertly route tickets to higher-tier teams, ensuring clear communication on status and expected outcomes. Utilizing IT service management tools, you will log, track, and update tickets while contributing to knowledge articles and user documentation, thereby enhancing self-service capabilities and minimizing recurring issues across mission-critical systems.

Key Responsibilities

• Deliver frontline troubleshooting for common end-user challenges, including workstation, peripheral, operating system, collaboration tools, and basic network access issues, employing standard diagnostic procedures and scripts.
• Log, categorize, and prioritize incidents and service requests in IT service management platforms, ensuring all details, impact, and urgency are accurately documented for efficient resolution.
• Adhere to established workflows and escalation procedures to direct complex or high-impact issues to specialized support teams, while maintaining communication with users about their concerns and expected resolutions.
• Assist users with step-by-step guidance through resolutions for approved software, authentication methods, remote access solutions, and standard enterprise tools in a federal IT environment.
• Document troubleshooting steps, solutions, and workarounds to enrich the knowledge base, ensuring consistent management of recurring issues.
• Implement data security and compliance best practices during all support interactions, including identity verification and the proper handling of sensitive information according to access control protocols.
• Analyze reports and ticket trends to identify recurring problems and propose improvements to documentation, user training, or standard configurations that aim to reduce incident volume and boost user satisfaction.

Required Qualifications

• Associate's degree in IT, Computer Science, or a related field, or equivalent relevant experience.
• 4-7 years in IT support or service desk roles, providing direct technical assistance to end-users.
• Familiarity with IT support principles and hands-on experience with IT service management tools, such as ServiceNow or JIRA.
• Strong problem-solving, analytical, communication, and interpersonal skills, with the ability to efficiently manage multiple tasks in a high-volume service desk environment.
• Demonstrated attention to detail and organizational abilities, including experience in root cause analysis, user training, and documentation of support procedures.
• Capability to obtain and maintain a SECRET security clearance and U.S. citizenship as required.

Preferred Qualifications

• Bachelor's degree in an IT-related field.
• Experience supporting users within secure or classified environments, with knowledge of policies governing controlled systems and restricted data.
• Hands-on experience with ITSM tools for queue management, SLA tracking, and knowledge article linkage within a formal service desk or call center.
• Relevant certifications, such as CompTIA A+ or ITIL Foundation.

Compensation Ranges

Compensation for this role varies based on factors such as location, skill set, education, certifications, and years of experience. The displayed compensation represents a general guideline and is unique to this position. This is part of the comprehensive compensation and benefits package provided by ASM.

EEO Requirements

ASM is committed to ensuring that race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation, or national origin are not considered in any personnel or management decisions. Our recruitment, hiring, training, and promotion processes are conducted without discrimination.

Physical requirements represent the abilities necessary for employees to perform the primary duties of this role. Reasonable accommodations will be provided as needed for individuals with qualifying disabilities.

Disclaimer

This job description is intended to capture the general nature and level of work performed by employees in this classification and should not be construed as an exhaustive list of all duties, responsibilities, and qualifications required for this position.

$52,900 - $68,690