HR Systems Help Desk Specialist - Tier II

Help Desk Specialist, Tier II

ASRC Federal is seeking a Help Desk Specialist, Tier II with strong experience supporting Human Resources (HR) systems. The successful candidate will provide advanced technical assistance, ticket triage, and customer support through phone and ServiceNow. This position requires a professional who can work independently with minimal supervision, resolve escalated issues, and contribute to the efficiency of daily operations.

Work location: Onsite (Washington, DC)

Clearance: Active Secret

Responsibilities:

Provide Tier II support for HR systems, including ticket triage, phone, and ServiceNow support.

Respond to customer inquiries and troubleshoot issues beyond Tier I scope.

Maintain knowledge of HR applications and provide accurate responses to basic system-related questions.

Run daily and weekly system and performance reports as needed.

Organize, manage, and resolve tickets with little to no supervision.

Utilize ServiceNow and GTM Next for reporting, ticket management, and workflow tracking.

Collaborate with Tier I specialists and escalate complex issues to higher-level support teams when necessary.

Ensure timely, professional communication with users to maintain high levels of customer satisfaction.

Qualifications:

Experience with ServiceNow and ticket management processes.

Knowledge of HR systems and ability to answer common system-related questions.

Basic reporting skills in ServiceNow and GTM Next.

Strong organizational and problem-solving skills.

Excellent written and verbal communication skills.

Ability to work independently with minimal supervision.

Clearance: Active Secret clearance required.

Education & Experience:

Bachelor's degree and a minimum of 4 years of Help Desk support experience, preferably with HR systems; OR

In lieu of a degree, an additional 4 years of relevant experience (total of 8 years).

We invest in the lives of our employees, both in and out of the workplace, by providing competitive pay and benefits packages. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EEO Statement

ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.