Service Desk Agent II

ASM Research, an Accenture Federal Services Company, is hiring a Service Desk Agent II to deliver enterprise technical support at our Wake Island, Honolulu location. This full-time role sits at the front line of IT operations, solving complex user issues and maintaining continuity in a mission-critical government environment.

About the Role

As a Service Desk Agent II, you'll handle a high volume of technology requests and incidents from federal personnel, staff, and contractors. Unlike entry-level positions, you'll own more sophisticated troubleshooting, mentor newer team members, and take on escalations that demand deeper technical judgment. You're the steady voice users contact when their systems fail or their workflows break.

What You'll Do

• Receive, log, and triage IT incidents and service requests through ticketing systems with speed and accuracy
• Diagnose and repair hardware, software, network connectivity, and account access problems through structured troubleshooting
• Deliver clear status updates and set realistic timelines with internal and external customers
• Escalate complex or out-of-scope issues to senior teams while documenting context thoroughly
• Document solutions in knowledge bases so teams and users benefit from your problem-solving
• Provide first-call resolution on routine issues, reducing downstream ticket volume
• Support a federal compliance environment by following security protocols and handling sensitive systems properly

What We're Looking For

• 1–3 years of IT service desk or customer support experience, with demonstrated progression in technical roles
• Competence troubleshooting Windows/macOS systems, network connectivity, email, and enterprise software
• Strong written and verbal communication—able to explain technical issues to non-technical users
• Systematic thinking: you follow procedures, verify fixes, and document thoroughly
• Reliability and composure under pressure, with patience for repetitive user questions
• Current or ability to obtain a Secret-level security clearance (federal requirement)
• US citizenship or valid work authorization

About ASM Research, An Accenture Federal Services Company

We specialize in technology and mission support for federal agencies. Our team combines consulting depth with hands-on delivery, serving government clients who demand security, compliance, and performance. Working here means supporting the work of federal personnel in a regulated environment where reliability matters.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.