IT Support Specialist

Description:
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



Responsibilities:

• 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.