Senior IT Helpdesk Specialist

ASRC Federal•Washington, DC

1d•$80,253 - $136,469•Onsite

About The Position

ASRC Federal Technology Solutions is seeking a customer-focused Senior IT Helpdesk Specialist to support a government contract in Washington, DC. This senior-level role provides advanced desk-side and remote IT support to end-users, resolves complex technical issues, and delivers high-quality customer service. The position is onsite five days per week and requires an active Secret clearance.

Requirements

Bachelor’s degree in information technology or computer science, or at least 5 years of experience in dedicated customer support and desk-side IT services.
Demonstrated ability to consistently achieve high customer satisfaction in technical support environments.
Strong knowledge of IT subject matter and concepts.
Experience resolving complex technical issues and managing escalations.
Proficiency with ITSM tools and frameworks.
Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
Active Secret clearance.

Responsibilities

Troubleshoot and resolve hardware, software, and connectivity issues at an expert level.
Serve as a primary escalation point for technical support requests from junior and mid-level technicians.
Provide empathetic, timely, and effective customer service.
Lead initiatives to improve customer experience and streamline IT support processes.
Collaborate with cross-functional IT teams to resolve complex issues and communicate clearly with end-users.
Document support interactions, resolutions, and technical issues using ITSM tools.
Conduct user training and share best practices to improve IT literacy.
Monitor service metrics and performance indicators to help meet or exceed SLAs and customer satisfaction goals.
Mentor and guide junior support staff.