Senior IT Customer Support Specialist (Secret Clearance)

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 an experienced Senior IT Customer Support Specialist (Secret clearance) to provide high‑quality assistance to customers through both phone and in‑person interactions. This individual will serve as a primary point of contact for customer inquiries, offering clear information, troubleshooting support, and guidance on processes, products, and systems. The Customer Support Specialist ensures a positive experience by resolving issues efficiently, documenting interactions thoroughly, and maintaining strong communication across teams and stakeholders.

Location: Washington, DC Clearance Required: Secret

Key Responsibilities

• Interact with customers by phone, email, Teams, and in person to provide timely and accurate information about services, products, and processes.
• Identify, diagnose, and resolve customer issues, determining whether they are technical or non‑technical in nature.
• Guide customers through online systems, forms, and workflows to ensure successful navigation and completion of tasks.
• Document all customer interactions, issues, and resolutions to maintain complete and accurate records.
• Escalate complex or unresolved issues to management or appropriate technical teams.
• Analyze customer problems to identify patterns, recurring issues, or opportunities for process improvement.
• Maintain strong communication with internal teams to ensure customer concerns are addressed promptly.
• Provide high‑quality customer service aligned with organizational policies, service standards, and performance requirements.
• Support walk‑in visitors by answering questions, gathering necessary information, and directing them to appropriate resources.
• Prepare routine reports summarizing customer trends, issues, and recommendations for improvement.

Required Skills and Experience

• High School diploma required.
• Minimum of 8+ years of experience in supporting customers in a technical or IT‑related environment. Equivalent combinations of education and experience will be considered.
• Strong communication and interpersonal skills, with the ability to interact professionally with customers of varying backgrounds.
• Proven ability to troubleshoot and resolve customer issues across a variety of topics.
• Experience working with ticketing or customer support tracking systems.
• Ability to manage multiple inquiries simultaneously and maintain attention to detail under pressure.
• Proficiency with Microsoft Office applications and web‑based systems.
• Strong problem‑solving skills and customer‑focused mindset.

Preferred Qualifications

• Familiarity with federal or government customer service standards.
• Experience documenting workflows, user issues, or process improvements.
• Ability to train or mentor junior customer service staff.

Tools & Technologies (Desired)

• Customer support ticketing systems such as ServiceNow, Jira Service Desk, Zendesk, or similar.
• Microsoft Office Suite (Outlook, Word, Excel).
• Web‑based portals, forms systems, or customer intake platforms.
• Data analysis skills

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.