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 

• 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.

• Ability to obtain and maintain SEC Public Trust.

• Bachelors degree and minimum of 4 years of related experience providing IT hardware and software deployment, troubleshooting, and problem resolution support to end users. In lieu of degree, additional experience may be required.

• 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.