> Markdown version of [/jobs/ext/267348-it-support-specialist-senior-regional](https://www.wearedevelopers.com/jobs/ext/267348-it-support-specialist-senior-regional). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist - Senior (Regional) - **Company:** Leidos, Inc. - **Location:** Fort Worth, TX, United States - **Experience:** Expert - **Salary:** $65,650.0 - $118,675.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Deployment, Software Engineering, Cisco WebEx, Enterprise Software Applications, Microsoft InTune, 3-tier Architectures, Servicenow - **Published:** May 15, 2026 - **Apply:** https://www.clearancejobs.com/jobs/8917289/it-support-specialist-senior-regional ## About the Role 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 ## Description 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., 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Robots are coming into the wild! 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