IT Support Specialist

• 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.\n
• Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).\n
• Education: Bachelor’s degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). In lieu of degree, additional experience may be required.\n
• 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.\n
• Technical Skills:\n, * Experience supporting federal civilian agencies or similarly regulated enterprise IT environments.\n
• Strong working knowledge of ITIL-based incident, request, and problem management practices.\n
• Experience with ticket-driven support workflows and enterprise ITSM platforms (e.g., ServiceNow).\n
• Experience with endpoint lifecycle tooling, including endpoint management and MDM capabilities (e.g., Microsoft Intune).\n
• Experience supporting Microsoft 365 collaboration services, including Teams/Webex user support.\n
• Experience coordinating escalations with engineering and vendor teams for service restoration.\n
• Experience supporting large-scale hardware refreshes, office relocations, and surge support events.\n
• Ability to support extended service windows and multi-site operations with strong customer-facing communication skills.\n

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• Tier 2/Tier 3 End-User Support\n \n

• Provide day-to-day Tier 2 and Tier 3 support for end-user incidents and service requests across SEC offices.\n
• Diagnose and resolve hardware, software, and connectivity issues affecting desktops, laptops, mobile devices, desk phones, and printers.\n
• Perform move/add/change activities for user equipment and associated services.\n

• Deliver hands-on support for complex issues that cannot be resolved through initial service desk channels.\n \n

• Incident and Ticket Management\n \n

• Record, track, and update all incident and request activities in the SEC ticketing environment in accordance with support workflows.\n
• Triage, prioritize, escalate, and coordinate resolution of tickets to restore services quickly and minimize business impact.\n
• Validate issue resolution with users prior to closure and ensure accurate closure notes and disposition codes.\n

• Support problem management by identifying recurring issues and coordinating permanent corrective actions.\n \n

• Endpoint and Software Lifecycle Support\n \n

• Install, configure, deploy, and upgrade endpoint hardware and enterprise software in alignment with SEC standards.\n
• Execute operating system and application updates, patches, and baseline changes for supported endpoint platforms.\n
• Support endpoint provisioning, relocation, refresh, and decommissioning activities throughout the asset lifecycle.\n

• Coordinate with engineering and vendor teams for hardware replacements, warranty actions, and escalated endpoint issues.\n \n

• Regional and Operational Service Delivery\n \n

• Provide on-site support at regional offices as directed for activities exceeding centralized support capacity.\n
• Assist with onboarding, offboarding, and workforce relocation support activities.\n
• Support collaboration technologies and user-facing conference room capabilities (e.g., Teams/Webex) as required.\n
• Maintain and follow SOPs and knowledge artifacts to improve consistency, service quality, and user self-service outcomes.\n \n