IT Support Specialist - Senior (Regional)

The IT Support Specialist- Senior (Regional) 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.

REQUIRED QUALIFICATIONS

Citizenship/Work Authorization: Must meet contract requirements. 

Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).

Education: Bachelor's degree required.

Experience:

- Minimum of 8 years of related experience providing IT hardware and software deployment, troubleshooting, and problem resolution support to end users.

- Demonstrated experience delivering Tier 2 and Tier 3 support, including move/add/change of end-user equipment and software install/upgrade activities.

- Matrix minimum experience for this labor category is 8 years; this requirement governs despite legacy duplicated source text that references 7 years.

Technical Skills:

- 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.

- ITIL 4 Foundation

- CompTIA A+

- Microsoft Endpoint Administrator (MD-102)