Senior IT Helpdesk Lead — Onsite Support & Escalations

ASRC Federal; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

ASRC Federal Technology Solutions in Washington, DC seeks a Senior IT Helpdesk Specialist to provide advanced desk-side and remote IT services to end-users on a government contract. This role is a senior-level resource, delivering expert troubleshooting and customer-focused support with a focus on uptime and service quality.

Location is onsite in Washington, DC, five days a week; active Secret clearance is required.

Qualifications

• 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.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

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.

Skills

Customer service

Troubleshooting

Communication skills

IT knowledge

Education

Bachelor’s degree in information technology or Computer Science

5+ years of experience in dedicated customer support and desk-side IT services

Tools

ITSM tools

Job description

ASRC Federal Technology Solutions in Washington, DC seeks a Senior IT Helpdesk Specialist to provide advanced desk-side and remote IT services to end-users on a government contract. This role is a senior-level resource, delivering expert troubleshooting and customer-focused support with a focus on uptime and service quality.

Location is onsite in Washington, DC, five days a week; active Secret clearance is required.