Senior IT Helpdesk Specialist

ASRC Federal Technology Solutions is seeking a highly skilled and customer-focused Senior IT Helpdesk Specialist to support our government contract in Washington, DC. This role serves as a senior-level technical support resource, providing advanced desk-side and remote Information Technology (IT) services to end-users. The ideal candidate will demonstrate deep technical expertise, exceptional communication skills, and a proven ability to resolve complex issues while delivering outstanding customer service.
Location: Washington, DC (Onsite, 5 days/week)Clearance Required: Active Secret ClearanceJob Type: Full-Time
Summary
Responsibilities

Provide expert-level troubleshooting and resolution for hardware, software, and connectivity issues.
Serve as a primary point of contact for escalated technical support requests from junior and mid-level technicians.
Deliver empathetic, timely, and effective customer service to ensure high satisfaction ratings.
Lead initiatives to enhance customer experience and streamline IT support processes.
Collaborate with cross-functional IT teams to resolve complex issues and ensure clear communication with end-users.
Maintain accurate documentation of support interactions, resolutions, and technical issues using ITSM tools.
Conduct user training sessions and share best practices to improve IT literacy across the organization.
Monitor service metrics and performance indicators to ensure SLAs and customer satisfaction goals are met or exceeded.
Mentor and guide junior support staff, contributing to team development and service excellence.

Requirements

Bachelor’s degree in information technology, Computer Science or minimum of 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, with the ability to explain technical concepts to non-technical users.