Senior IT Help Desk Specialist, Active Secret

ASRC Federal is a leading government contractor furthering missions in space, public health and defense. As an Alaska Native owned corporation, our work helps secure an enduring future for our shareholders. Join our team and discover why we are a top veteran employer and Certified Great Place to Work™

ASRC Federal is seeking a highly skilled and customer-focused Senior IT Helpdesk Specialist with active Secret clearance to support our government contract in Washington, DC.

Summary: 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. This position plays a critical role in ensuring operational continuity, mentoring junior staff, and driving continuous improvement in service delivery.

Work location: Onsite (Monday - Friday customer site in Washington DC)

Clearance: Active Secret

Key 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.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• 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.
• Familiarity with Agile/SCRUM methodologies (preferred).
• Familiarity with ITIL foundations or best practices (preferred).
• U.S. Citizenship required to meet government contract requirements.
• Ability to successfully complete a government issued background investigation.

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.