Customer Service Representative, Senior

ASM Research, An Accenture Federal Services Company • Baton Rouge, LA • 9h ago

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.

$25.78 - $37.27

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, 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, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.

Similar Jobs

Customer Service Tech

D.R. Horton, Inc. • Denham Springs, LA • 9h ago

Management & Administrative

D.R. Horton, Inc., the largest homebuilder in the U.S.,was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed princi...

9h ago

Go to Apply

Security Officer - Weekends Only

GardaWorld • Gonzales, LA • 10h ago

Management & Administrative

GardaWorld Security Services is Now Hiring a Concierge Security Officer! Ready to suit up as a Security Guard in a Concierge post? What matters most in a role like this is your ability to build meaningful connections. Te...

10h ago

Go to Apply

Manager - Global Client Group - Account Management

American Express Global Business Travel • Baton Rouge, LA • 15h ago

Management & Administrative

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive...

15h ago

Go to Apply

Administrative Program Specialist A, B, or C (Permitting & Compliance - Engineering)

Louisiana Department of State Civil Service • Baton Rouge, LA • 1d ago

Management & Administrative

Administrative Program Specialist A, B, or C (Permitting & Compliance - Engineering) Print ( https://www.governmentjobs.com/careers/louisiana/jobs/newprint/5275548 ) Apply ? Administrative Program Specialist A, B, or...

1d ago

Go to Apply

Administrative Program Specialist A - T&L

Louisiana Department of State Civil Service • Baton Rouge, LA • 1d ago

Management & Administrative

Administrative Program Specialist A - T&L Print ( https://www.governmentjobs.com/careers/louisiana/jobs/newprint/5275170 ) Apply ? Administrative Program Specialist A - T&L Salary $3,127.00 - $6,136.00 Monthly Lo...

1d ago

Go to Apply

AEC Customer Success Manager, US

Autodesk • Baton Rouge, LA • 1d ago

Management & Administrative

Job Requisition ID # 26WD96591 Autodesk Education Experiences (AEX) @ Autodesk Autodesk is on a multi-year journey to converge the worlds of design and make through powerful automations that help anyone, anywhere, to tur...

1d ago

Go to Apply

Customer Service Representative

ASM Research, An Accenture Federal Services Company • Baton Rouge, LA • 1d ago

Management & Administrative

Position Overview The Customer Service Representative provides first-level technical support for users of enterprise IT services in a highly regulated government environment, serving as the primary point of contact for i...

1d ago

Go to Apply

Customer Service Associate

Walgreens • Denham Springs, LA • 1d ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

1d ago

Go to Apply

Warehouse Clerk - Baton Rouge

Home Depot • Baton Rouge, LA • 1d ago

Management & Administrative

Temco Logistics is seeking a hardworking and detail-oriented Warehouse Clerk to join our team. As a Warehouse Clerk, you will play a key role in ensuring that customer orders are accurately prepared, checked for quality,...

1d ago

Go to Apply

Administrative Assistant 5

Louisiana Department of State Civil Service • Baton Rouge, LA • 1d ago

Management & Administrative

Administrative Assistant 5 Print ( https://www.governmentjobs.com/careers/louisiana/jobs/newprint/5275092 ) Apply ? Administrative Assistant 5 Salary $3,127.00 - $6,136.00 Monthly Location Baton Rouge, LA Job Type Classi...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.