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: 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.
• Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).
• Education: Bachelor's degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). In lieu of degree, additional experience may be required.
• Experience: Minimum of 4 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.
• 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 com