IT Support Specialist

Hybrid in Washington, DC

Our client seeks a customer service-oriented representative to provide remote Tier 1 application support for end users of the Asset Forfeiture Program. The role will intake calls, create and manage tickets in BMC Remedy, troubleshoot issues, recommend solutions, and provide follow-up. The position requires attention to detail, clear communication, and coordination with Tier 2 support while contributing to documentation and team initiatives.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance. This is a contract to hire opportunity. Applicants must be willing and able to work on a w2 basis and convert to FTE following contract duration. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $20.00 to $25.00/hr. w2

JN -072026-108151

• Provide first level phone support for end users and internal staff of the Asset Forfeiture Program.
• Resolve questions or escalate issues regarding the Forfeiture Systems Suite of software applications.
• Record all user inquiries, resolutions, and service requests in the BMC Remedy help desk ticketing system.
• Monitor and track inquiries escalated to Tier 2 through resolution.
• Develop and proofread documentation.
• Support the Customer Service Center Manager with project initiatives and administrative tasks.

• Experience using BMC Remedy, Microsoft Office, and Skype.
• Ability to triage Tier 1 incidents and communicate effectively with team members.
• Detail orientation with independent problem-solving ability.
• Ability to track and monitor tasks to completion.
• Strong decision-making and customer service skills.
• Professional, team-oriented, and collaborative approach.
• Ability to work core hours between 7:00am and 8:00pm, including assigned late shifts from 12:00pm to 8:00pm.
• Ability to utilize a VoIP phone system to answer and transfer calls to appropriate Tier 2 resolvers.

Recruitment Transparency Notice

Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening  and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team ( View email address on us.fitly.work , View phone number on us.fitly.work) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group’s use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact View email address on us.fitly.work .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients’ capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don’t miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!