Desktop Support Technician

The Incident Response Coordinator supports the end‑to‑end response to IT incidents and service disruptions, helping restore normal operations quickly and reduce impact on mission‑critical systems. The role serves as the central coordination point for incident response activities, ensuring alignment with established incident management processes, service incident models, and enterprise IT objectives in a highly regulated federal environment. The coordinator orchestrates communication among technical teams, vendors, and leadership; provides clear and timely status reporting; and executes functional and hierarchical escalations to Senior Coordinators and the Senior Incident Manager as defined in the incident management practice and Major Incident Process. The coordinator maintains complete, audit‑ready documentation throughout the incident lifecycle and contributes to lessons‑learned activities and process improvements.

• Key Responsibilities
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Operational Coordination:

Organize response efforts across the full end-to-end lifecycle of incidents, high-impact events, and multiple concurrent incidents; set priorities; assign actions; track progress through restoration; maintain disciplined status calls. +

Runbook & ITSM Execution:

Ensure accurate categorization, CI linkage, documentation, and knowledge updates; maintain audit‑ready records/timelines, and capture key decisions, timelines, and impacts accurately. + Telemetry‑

Informed Engagement:

Use monitoring/ITSM data to route incidents; engage infra/app/cyber/vendor dependencies. +

Communications & Handoffs:

Provide structured internal messaging (leadership updates, stakeholder briefings, and status pages); manage shift handoffs and continuity of incident coordination. +

PIR Support & Improvement:

Help lead PIRs; identify recurring patterns; update runbooks/workflows; track action closure. +

Escalation Discipline:

Elevate deteriorating/unresolved incidents per SLA/escalation guidelines. +

Evidence Management:

Collect/store key decisions, impact summaries, timelines for compliance/audits. + Single point of contact: facilitate collaboration for IT incidents between infrastructure, application, cybersecurity, and vendor teams to drive timely resolution. + IT service management platforms/ related monitoring tools: track incidents, verify remediation steps, and maintain accurate records required for audits, compliance reviews, and post‑incident analysis. + Post‑incident reviews: participate by identifying systemic issues and recurring patterns, and translate lessons learned into updates to runbooks, workflows, and ITSM configurations.

• Required Qualifications
• + Bachelor's degree in information technology, Computer Science, Business Administration, or related field, or equivalent relevant work experience.

+ 4-7 years of experience in incident management, incident response, or related IT operations roles with direct responsibility for coordinating multi‑party incident activities. + Strong understanding of ITIL‑aligned incident management and structured incident response practices, including prioritization, escalation, and lifecycle management. + Proficiency with IT service management platforms and monitoring solutions. Ability to manage multiple incidents and communicate clearly in a high‑pressure operations center environment. + Excellent problem‑solving, analytical, written, and verbal communication skills, with the ability to tailor content for both technical staff and business leadership. + Active SECRET clearance or ability to obtain and maintain required background investigation; U.S. citizenship required.

• Preferred Qualifications
• + ITIL Foundation or similar IT service management certification, ideally combined with training in structured IT or cybersecurity incident response. + Hands‑on experience coordinating incident response in large enterprise or defense‑focused operations centers. + Experience contributing to the design or optimization of incident response runbooks, coordination models, and ITSM workflows.
• 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. $77k - $101,804EEO 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.