ASRC Federal · 1 day ago
Customer Support Specialist – Applications
Washington, DC
Part-time
Hybrid
Mid Level
3+ years expASRC Federal is a leading government contractor focused on missions in space, public health, and defense. They are looking for a Customer Support Specialist to provide advanced technical assistance for application systems, ensuring users can access applications and troubleshoot issues effectively.
ConsultingGovernmentInformation TechnologyLogisticsProfessional ServicesSpace TravelStaffing Agency
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or related field or equivalent experience
Minimum 3 years in technical support or customer service roles
Proven ability to resolve complex technical issues and manage escalations
Strong understanding of application systems, restoration processes, user access management, and troubleshooting methodologies
Familiarity with ticketing systems, remote support tools, and ITIL best practices
Excellent oral and written communication skills
Strong problem-solving and analytical abilities
Ability to work under pressure and manage multiple priorities effectively
Preferred
Experience mentoring or leading team members preferred
Benefits
Health care
Dental
Vision
Life insurance
401(k)
Education assistance
Paid time off including PTO
Holidays
Any other paid leave required by law
Company
ASRC Federal
ASRC Federal provide mission-critical services to federal government agencies dedicated to defense, civil and intelligence support.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Jennifer Felix
President & Chief Executive Officer
Joseph Winthrop
Chief Financial Officer
Recent News
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2026-01-11
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2025-12-13
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