IT Support Specialist

Job TitleHybrid in Washington, DCOur 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. w2Responsibilities: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 Requirements: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.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. W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.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!