Job Description
Senior IT Helpdesk Specialist Location Washington, DC : ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™ ASRC Federal is seeking a Senior IT Helpdesk Specialist to support an upcoming award located in Washington, DC. This position will require the individual to be onsite 5-days a week and must have an Active Secret clearance.
Summary: The Senior IT Helpdesk Specialist/Customer Experience Specialist serves as a primary point of contact for end-user technical support and desk-side IT services. This individual is responsible for delivering high-quality, customer-focused support that ensures operational continuity and enhances user satisfaction. The role requires deep technical knowledge, strong interpersonal skills, and a proactive approach to problem-solving in a fast-paced environment. Key Responsibilities: - Provide advanced desk-side and remote IT support services, including troubleshooting hardware, software, and connectivity issues for end-users.
- Act as a customer advocate by ensuring timely, effective, and empathetic resolution of technical issues.
- Lead initiatives to improve customer experience processes and service delivery practices.
- Collaborate with IT teams to escalate complex issues, track resolutions, and ensure communication back to the customer.
- Maintain detailed records of customer interactions, technical problems, and support resolutions using ticketing systems.
- Deliver training or knowledge-sharing sessions to users on common IT topics, tools, and best practices.
- Monitor and analyze service metrics to ensure customer satisfaction goals and service-level agreements (SLAs) are consistently met or exceeded.
- Provide guidance to junior support staff and contribute to continuous service improvement initiatives.
Minimum Qualifications: - Bachelor's degree with minimum of 5 years of experience providing dedicated customer support and desk-side IT services.
- Proven ability to deliver high customer satisfaction ratings in technical support environments.
- Exceptional communication skills with the ability to explain technical concepts to non-technical users clearly and patiently.
- Experience with IT service management (ITSM) tools and frameworks such as Salesforce or similar.
- Ability to work independently and as part of a team in dynamic, customer-centric settings.
- Familiarity with ITIL foundations or best practices is preferred.
- Must be a US Citizen to meet government contract requirements.
- Active Secret Clearance.
- Ability to successfully complete a government issued background investigation.
We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.
Job Tags
Full time, Contract work, For contractors,