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# IT Support Specialist

- **Company:** Eliassen Group
- **Location:** Washington, DC, United States
- **Salary:** $41,600.0 - $52,000.0
- **Contract:** Temporary to permanent
- **Skills:** Software Applications, VoIP, Microsoft Office, Skype for Business
- **Published:** August 5, 2026
- **Apply:** https://dejobs.org/x/x/45A941A299544786903CB002C61990E3/job/

## About the Role

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., * 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.

## Description

* 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.


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