Mid-Level Helpdesk & IT Support Specialist

ASRC Federal Holding Company; Washington (District of Columbia); On-site; USD 25,000 - 44,000; Full time

Job summary

ASRC Federal Holding Company is seeking an Intermediate Helpdesk Support Specialist in Washington, DC to provide second-tier IT support for end users, collaborating with network and software teams as needed. You will monitor incidents, document resolutions, and contribute to SOP and knowledge base improvements.

The role emphasizes strong customer service, timely follow-ups, and adherence to service level metrics, with opportunities to develop advanced technical skills and career growth within

Qualifications

• Customer support experience or related IT support required.
• Strong oral and written communication skills.
• US Citizenship required.

Responsibilities

• Provide first-line support for end-users, addressing hardware/software issues, password resets, and printer problems.
• Document interactions and solutions in the ticketing system to maintain an accurate record of activities.
• Perform duties assigned by Team Leads and management.
• Escalate unresolved issues to senior technical staff as needed to ensure timely solutions.
• Develop and maintain documentation for Helpdesk processes, FAQs, and troubleshooting guides.

Skills

Customer support operations

Excellent communication

IT troubleshooting

US Citizenship

Education

Bachelor’s degree or 2–4 years experience

Job description

ASRC Federal Holding Company is seeking an Intermediate Helpdesk Support Specialist in Washington, DC to provide second-tier IT support for end users, collaborating with network and software teams as needed. You will monitor incidents, document resolutions, and contribute to SOP and knowledge base improvements.

The role emphasizes strong customer service, timely follow-ups, and adherence to service level metrics, with opportunities to develop advanced technical skills and career growth within