Job Description
Description The IT Support Specialist Senior provides Tier 2 and Tier 3 end-user support services under the SEC ISS contract, ensuring reliable day-to-day operation of endpoint technology across headquarters and regional offices. This role resolves incidents and service requests involving hardware and software issues while executing move/add/change activities and endpoint deployments. The position supports SEC service delivery objectives by documenting and managing work through the enterprise ticketing process, following established SOPs, and meeting service-level expectations. The specialist also partners with adjacent support and engineering teams to reduce repeat incidents, improve user experience, and sustain mission operations. PRIMARY RESPONSIBILITIES Tier 2/Tier 3 End-User Support Provide day-to-day Tier 2 and Tier 3 support for end-user incidents and service requests across SEC offices. Diagnose and resolve hardware, software, and connectivity issues affecting desktops, laptops, mobile devices, desk phones, and printers. Perform move/add/change activities for user equipment and associated services. Deliver hands-on support for complex issues that cannot be resolved through initial service desk channels. Incident and Ticket Management Record, track, and update all incident and request activities in the SEC ticketing environment in accordance with support workflows. Triage, prioritize, escalate, and coordinate resolution of tickets to restore services quickly and minimize business impact. Validate issue resolution with users prior to closure and ensure accurate closure notes and disposition codes. Support problem management by identifying recurring issues and coordinating permanent corrective actions. Endpoint and Software Lifecycle Support Install, configure, deploy, and upgrade endpoint hardware and enterprise software in alignment with SEC standards. Execute operating system and application updates, patches, and baseline changes for supported endpoint platforms. Support endpoint provisioning, relocation, refresh, and decommissioning activities throughout the asset lifecycle. Coordinate with engineering and vendor teams for hardware replacements, warranty actions, and escalated endpoint issues. Regional and Operational Service Delivery Provide on-site support at regional offices as directed for activities exceeding centralized support capacity. Assist with onboarding, offboarding, and workforce relocation support activities. Support collaboration technologies and user-facing conference room capabilities (e.g., Teams/Webex) as required. Maintain and follow SOPs and knowledge artifacts to improve consistency, service quality, and user self-service outcomes. May require participation in on-call or surge support activities depending on operational needs. REQUIRED QUALIFICATIONS The Ability to obtain and maintain SEC Public Trust (or higher if required). This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract Bachelor's degree and 4+ years of related experience providing IT hardware and software deployment, troubleshooting, and problem resolution support to end users. Additional years of experience may be considered in lieu of degree. Demonstrated experience delivering Tier 2 and Tier 3 support, including move/add/change of end-user equipment and software install/upgrade activities. IT hardware and software deployment support to end users Tier 2 and Tier 3 end-user support Move/add/change of end-user equipment Software installation and upgrade support End-user troubleshooting and problem resolution PREFERRED QUALIFICATIONS Experience supporting federal civilian agencies or similarly regulated enterprise IT environments. Strong working knowledge of ITIL-based incident, request, and problem management practices. Experience with ticket-driven support workflows and enterprise ITSM platforms (e.g., ServiceNow). Experience with endpoint lifecycle tooling, including endpoint management and MDM capabilities (e.g., Microsoft Intune). Experience supporting Microsoft 365 collaboration services, including Teams/Webex user support. Experience coordinating escalations with engineering and vendor teams for service restoration. Experience supporting large-scale hardware refreshes, office relocations, and surge support events. Ability to support extended service windows and multi-site operations with strong customer-facing communication skills. IT