Customer Service Tech II Jobs

IT Support Technician II (Tier 2 End-User Support)

Location:

Washington DC (Onsite) Duration: 6 Months Clearance:
Ability to obtain and maintain SEC Public Trust (or higher if required). Salary Range: $30.80 - $32.00/Hour on W2 (Without Benefits). Applicants must be willing to work on W2.

Position Summary:

• The IT Support Technician 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.

Primary Responsibilities:

• 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.

Required Qualifications:

Experience:

• 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., Service Now).

Technical Skills

• Windows and macOS endpoint troubleshooting and support.
• Hardware diagnostics and peripheral support (laptops, desktops, monitors, printers, docking stations).
• Service Now or comparable ticketing/ITSM platform usage.
• ITIL-aligned incident and request management practices.
• Workstation imaging, deployment, and enterprise software configuration.

Preferred Qualifications:

• 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.