Customer Service Tech II (IT Support Tech)

Responsibilities

• Provide second-level technical support for SEC personnel, resolving complex hardware, software, and connectivity issues that cannot be addressed at first contact.
• Perform desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration.
• Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
• Coordinate with internal and external support teams to ensure timely resolution of escalated issues.
• Assist with user training and provide guidance on best practices for SEC IT systems and tools.
• Participate in continuous service improvement activities to enhance operational efficiency and user experience.

• Must meet contract citizenship/work authorization requirements.
• Ability to obtain and maintain SEC Public Trust (or higher if required).
• Bachelor’s degree.
• Minimum 4 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).
• Experience with workstation imaging, deployment, and enterprise software configuration.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.