Customer Support Specialist – Applications

ASRC Federal•Washington, DC

9d•Hybrid

About The Position

ASRC Federal is seeking an experienced Customer Support Specialist to provide advanced technical assistance for application systems. This role is critical in ensuring users can access their application systems, troubleshoot application-related issues, and maintain continuity of operations. The Specialist will resolve complex issues escalated by users and other support technicians and may lead or mentor other staff members and users. The ideal candidate will deliver exceptional customer service, maintain system availability, and support operational efficiency.

Requirements

Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field or equivalent experience.
Experience: Minimum 3 years in technical support or customer service roles.
Proven ability to resolve complex technical issues and manage escalations.
Technical Skills: Strong understanding of application systems, restoration processes, user access management, and troubleshooting methodologies.
Familiarity with ticketing systems, remote support tools, and ITIL best practices.
Soft Skills: Excellent oral and written communication skills.
Strong problem-solving and analytical abilities.
Ability to work under pressure and manage multiple priorities effectively.
U.S. Citizen; Active Secret Clearance

Nice To Haves

Experience mentoring or leading team members preferred.

Responsibilities

Provide expert-level support to users, customers, and stakeholders for application access and functionality.
Troubleshoot and resolve complex technical issues escalated by users or other support technicians.
Serve as a mentor and provide guidance to junior team members; may lead small teams during critical support periods.
Document resolutions, update task cards in the MS Planner, JIRA tickets, and maintain knowledge base articles; recommend process improvements.
Collaborate with system administrators, developers, and project managers to address recurring issues and implement preventive measures.
Monitor system performance and user access to ensure compliance with security and operational standards.
Communicate effectively with stakeholders regarding issue status, resolution timelines, and system updates.
Conduct root cause analysis on recurring technical issues and propose long-term solutions.
Develop and deliver user training sessions and quick reference guides for restored systems.
Assist in testing and validating restored systems prior to granting full user access.
Participate in planning and execution of system upgrades, migrations, and patches to minimize downtime.
Ensure compliance with organizational IT policies, security standards, and applicable federal regulations.
Escalate unresolved issues to higher-level technical teams while maintaining ownership until resolution.