Helpdesk Support Technician – PC & Cloud

ASRC Federal; Washington (District of Columbia); On-site; USD 45,000 - 65,000; Full time

Job summary

ASRC Federal is seeking an Intermediate Helpdesk Support Specialist to provide effective second-tier support for PC, server, hardware, or cloud-based applications. The role focuses on issues beyond first-line support and involves collaboration with network and software teams to restore end-user services.

The ideal candidate will document resolutions, adhere to SLAs, and contribute to SOP and KB updates while maintaining advanced IT skills.

Qualifications

• Strong customer service and communication skills.
• Experience troubleshooting IT hardware/software, password, and printer issues.
• US Citizen preferred.

Responsibilities

• Provide first-line support for end-users and document interactions in the ticketing system.
• Perform duties as assigned by Team Leads and management.
• Escalate unresolved issues to senior technical staff as necessary.
• Develop, maintain, and recommend documentation for Helpdesk activities (FAQs, troubleshooting guides).
• Assist in inventory management and asset tracking for IT resources.
• Participate in ongoing training and knowledge sharing with the team.

Skills

Customer support operations

Oral and written communication

Customer service

Education

Bachelor's degree or 2-4 years experience

Job description

ASRC Federal is seeking an Intermediate Helpdesk Support Specialist to provide effective second-tier support for PC, server, hardware, or cloud-based applications. The role focuses on issues beyond first-line support and involves collaboration with network and software teams to restore end-user services.

The ideal candidate will document resolutions, adhere to SLAs, and contribute to SOP and KB updates while maintaining advanced IT skills.