Customer Support Specialist - Applications

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™

Customer Support Specialist - Applications

Location: Washington, DC (Hybrid)
Clearance Required: U.S. Citizen; Active Secret Clearance
Position Type: Part-Time (20 hours per week)
Experience Level: 3+ Years
Education Requirement: Associate's or Bachelor's degree or equivalent experience

Position Overview

ASRC Federal is seeking an experienced Customer Support Specialist to provide advanced technical assistance for application systems. This role is critical in ensuring users can access their application systems, troubleshoot application-related issues, and maintain continuity of operations. The Specialist will resolve complex issues escalated by users and other support technicians and may lead or mentor other staff members and users. The ideal candidate will deliver exceptional customer service, maintain system availability, and support operational efficiency.

Key Responsibilities

• Provide expert-level support to users, customers, and stakeholders for application access and functionality.
• Troubleshoot and resolve complex technical issues escalated by users or other support technicians.
• Serve as a mentor and provide guidance to junior team members; may lead small teams during critical support periods.
• Document resolutions, update task cards in the MS Planner, JIRA tickets, and maintain knowledge base articles; recommend process improvements.
• Collaborate with system administrators, developers, and project managers to address recurring issues and implement preventive measures.
• Monitor system performance and user access to ensure compliance with security and operational standards.
• Communicate effectively with stakeholders regarding issue status, resolution timelines, and system updates.
• Conduct root cause analysis on recurring technical issues and propose long-term solutions.
• Develop and deliver user training sessions and quick reference guides for restored systems.
• Assist in testing and validating restored systems prior to granting full user access.
• Participate in planning and execution of system upgrades, migrations, and patches to minimize downtime.
• Ensure compliance with organizational IT policies, security standards, and applicable federal regulations.
• Escalate unresolved issues to higher-level technical teams while maintaining ownership until resolution.

Required Qualifications

• Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience.
• Experience:
• Minimum 3 years in technical support or customer service roles.
• Proven ability to resolve complex technical issues and manage escalations.
• Experience mentoring or leading team members preferred.
• Technical Skills:
• Strong understanding of application systems, restoration processes, user access management, and troubleshooting methodologies.
• Familiarity with ticketing systems, remote support tools, and ITIL best practices.
• Soft Skills:
• Excellent oral and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work under pressure and manage multiple priorities effectively.
• Performance Indicators
• Timely resolution of escalated issues.
• High user satisfaction and positive feedback.
• Accurate documentation and adherence to established support protocols.
• Weekly Activity Report submission on tasks completed for the customer.

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. The salary offered will depend on several factors including, but not limited to, relevant experience, skills, education, geographic location, internal equity, business needs, and other factors permitted by law. Posted pay ranges are a general guideline only and are not a guarantee of compensation or salary.

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.