Job Description
Job Description
Position Title: IT Customer Relations Specialist – AFNCR IT Services
Location: Pentagon
Security Clearance Required: Active DoD Secret Clearance
Program Overview
Agensys Corporation is seeking experienced IT Customer Relations Specialists to support the Air Force National Capital Region (AFNCR) IT Services (ITS) program at the Pentagon. This role is critical to managing client relationships, improving user satisfaction, and facilitating smooth communication between government customers and IT support teams.
You’ll use CRM tools to track issues, engage key stakeholders, resolve escalated concerns, and help shape a positive user experience across AFNCR sites.
Primary Responsibilities
- Act as the primary liaison between end-users and the IT support team, ensuring open and effective two-way communication.
- Oversee customer engagement to align IT service delivery with mission objectives and customer expectations.
- Track user feedback, conduct QA surveys, and develop actionable insights to improve service.
- Resolve client issues efficiently, using root cause analysis and preventive strategies.
- Maintain strong, ongoing engagement with key stakeholders.
- Support the UX Manager with strategic UX initiatives and reporting.
- Assist with IT asset management and customer onboarding/offboarding, ensuring positive control and accountability.
- Analyze data and generate reports to improve customer satisfaction and service quality.
- Help shape service enhancements and new product rollouts by gathering and relaying user feedback.
Basic Qualifications
- Bachelor’s degree and 4+ years of experience, or Master’s with 2+ years (additional experience may be accepted in lieu of a degree)
- Active DoD Secret security clearance
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office Suite
- Strong problem-solving skills with the ability to work independently
- Positive, customer-focused attitude
- Experience supporting federal government clients
- Prior experience in a Customer Relations Manager role within an Air Force or military IT environment
Company DescriptionAgensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.
Company Description
Agensys Corporation is a small business IT Services firm headquartered in Loudoun County, Virginia. Our proven methodologies allow us to identify, attract and retain the highest quality of IT professionals. Agensys Corporation’s leadership team capitalizes in over 30 years of expertise in government and commercial sectors and is one of the fastest growing Services firms in the DC Metro Area. Our goal is to develop strong relationships with our partners to understand and exceed the needs of their unique environments.