IT Support Technician - 2
Role details
Job location
Tech stack
Job description
The IT Support Technician 2 provides second-level end-user support for SEC personnel, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests. The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration. The position collaborates with senior technicians and cross-functional IT teams to manage escalations, improve support workflows, and maintain a high-quality user experience., Tier 2 End-User Technical Support
- Provide second-level technical support for end users across hardware, software, peripheral, and connectivity issues.
- Troubleshoot and resolve complex operating system and application issues on Windows and macOS endpoints.
- Deliver support during assigned call-in and walk-in service desk coverage windows, and restore user productivity through timely diagnosis and resolution.
- Escalate unresolved incidents to appropriate teams with complete technical details and troubleshooting history.
Ticket Management, Escalation, and SLA Compliance
- Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
- Maintain ticket lifecycle ownership from assignment through closure in accordance with SLA targets.
- Coordinate with internal support teams and external support groups to ensure timely reassignment and resolution of escalated work.
- Capture clear resolution notes and trend indicators to support service quality reporting and process improvement.
Endpoint Imaging, Deployment, and Configuration
- Perform workstation imaging, provisioning, and deployment for new and replacement devices.
- Configure and support peripherals and enterprise-standard software packages for SEC users.
- Validate endpoint readiness, including required configurations and secure connectivity to SEC services.
- Assist with hardware refresh, device swaps, and asset lifecycle activities consistent with contract procedures.
User Enablement and Service Improvement
- Assist with user training and provide guidance on best practices for SEC IT systems and tools.
- Contribute to support documentation and reusable troubleshooting steps for faster issue resolution.
- Partner with senior technicians and engineering teams to identify recurring issues and recommend process improvements.
- Participate in continuous service improvement activities aligned with operational and customer experience goals.
- Operational Support: May require participation in on-call or surge support activities depending on operational needs.
Requirements
- 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.
- Typically requires high school diploma or equivalent and 3+ years of prior relevant experience.
- Ability to obtain and maintain SEC Public Trust.
- Minimum 3 years of IT support experience in a service desk or desk-side environment.
- Strong knowledge of Windows and macOS operating systems, hardware troubleshooting, and enterprise applications.
- Familiarity with ITIL processes and ticketing systems (e.g., ServiceNow).
- Windows and macOS endpoint troubleshooting and support
- Hardware diagnostics and peripheral support (laptops, desktops, monitors, printers, docking stations)
- ServiceNow or comparable ticketing/ITSM platform usage
- ITIL-aligned incident and request management practices
- Workstation imaging, deployment, and enterprise software configuration, * Experience supporting federal civilian agency users in a high-visibility mission environment.
- ITIL 4 Foundation certification.
- Experience supporting VIP users and high-priority incident workflows.
- Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).
- CompTIA A+, Microsoft endpoint support, or similar end-user support certifications.
- Microsoft 365 Certified: Endpoint Administrator Associate.
Benefits & conditions
Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits .
