job summary:
Join our enterprise team supporting the SEC ISS 2 program as an IT Support Technician 3, delivering high-impact Tier 2 and Tier 3 technical solutions for end users at SEC Headquarters. In this role, you will champion customer service desk operations by diagnosing complex desktop, software, and network challenges, maintaining endpoint security across Windows and macOS environments, and collaborating within an SLA-focused service delivery team.
location: Washington, Washington, D.C.
job type: Contract
salary: $28.29 - 38.29 per hour
work hours:
education: Bachelors
responsibilities:
Provide expert-level troubleshooting and resolution for complex hardware, software, network, and peripheral issues affecting SEC end users.
Deliver in-person and remote support for desktops, laptops, mobile devices, collaboration tools, and enterprise applications.
Triage and prioritize incidents by business impact and urgency to restore services quickly and minimize user downtime.
Support elevated and time-sensitive user issues consistent with SEC priority and VIP support expectations.
Serve as the escalation point for junior and mid-level technicians on difficult incidents and cross-technology troubleshooting.
Guide support staff on diagnostic approaches, ticket quality, and adherence to established SOPs and escalation paths.
Coordinate with other ISS teams, external vendors, and stakeholders for issues requiring multi-team remediation.
Validate resolution outcomes with users prior to closure and ensure accurate communication throughout the incident lifecycle.
Perform advanced workstation imaging, deployment, provisioning, and lifecycle support for enterprise endpoint devices.
Configure and maintain Windows and macOS systems, device drivers, enterprise software, and endpoint security tooling.
Execute patching and update activities for endpoints to maintain security, compliance, and operational stability.
Support remote endpoint management capabilities to enable consistent service delivery across distributed users.
Maintain complete and accurate records of incidents, requests, escalations, and resolutions in the SEC ticketing system (ServiceNow).
Monitor and manage ticket queues, update records, and report performance metrics to management to ensure SLA compliance and meet response/resolution expectations.
Analyze recurring incidents and recommend process, tooling, and workflow improvements to reduce repeat issues.
Develop and maintain technical documentation and knowledge articles to improve self-service adoption and support efficiency.
Support Customer Service Desk (CSD) call-in and walk-in operations during established SEC support hours, with potential participation in on-call or surge support activities based on operational needs.
qualifications:
4+ years of dedicated experience delivering enterprise IT support in an end-user computing environment.
Advanced technical depth configuring, diagnosing, and supporting Windows and macOS operating systems, enterprise applications, and hardware peripherals.
Demonstrated hands-on experience using ServiceNow for incident, request, and SLA lifecycle management.
Solid working knowledge of ITIL processes (Incident, Request, Problem, and Knowledge Management).
Proven experience performing workstation imaging, endpoint provisioning, and endpoint patching/software deployment.
Experience utilizing remote administration tools to support distributed and local enterprise users.
Education: High School Diploma required (Bachelor's degree preferred).
Clearance & Citizenship: U.S. Citizenship required (No Dual Citizenship); must be able to obtain and maintain an SEC Public Trust clearance prior to start.
Location: Must be able to work 100% on-site at SEC HQ in Washington, DC (20549).
PREFERRED QUALIFICATIONS
Active or prior SEC Public Trust or federal civilian agency Public Trust adjudication.
Prior experience supporting the SEC, federal government agencies, or strictly regulated enterprise environments.
Practical experience managing endpoints with Microsoft Intune and/or Jamf Pro.
Relevant industry certifications: ITIL 4 Foundation, CompTIA A+, and/or Microsoft 365 Certified: Endpoint Administrator Associate.
Proven leadership in mentoring team members and driving operational improvements to eliminate recurring tickets.
skills:
macOS,software packaging,Jamf,collaboration tools,configuration management,device drivers,enterprise applications,enterprise software,Enterprise IT,ticketing system,Knowledge Management,laptops,Microsoft Intune,Windows,Microsoft 365,Remote Support Tools,ServiceNow,configuring,Coordinate,business impact,adjudication,continuous improvement,Foundation certification,CompTIA A+ certification,Customer Service,endpoint devices,endpoint management,secure configuration,hardware diagnostics,imaging,ITIL,lifecycle management,Maintenance,mentoring,mentor,metrics reporting,Microsoft 365 Certified,mobile devices,operating model,Operating Systems,performance metrics,remote support,Security,security tooling,service delivery,technical documentation,IT Support,tooling,Triage,user support,Service Operations,service desk operations,workstation
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
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