Customer Service Representative

IT Support Technician III (Tier 2/3) – Windows & macOS Job Title: Customer Service Representative IV / IT Support Technician III Req ID: SAIJP00039179 Location: Washington, DC – 100% Onsite (SEC Headquarters) Employment Type: Contract (Potential for Full-Time Conversion) Expected Start Date: November 16, 2026 Clearance Requirement: Public Trust Pay Rate: Up to $40hr W2 or $47/hr 1099 Position Overview We are seeking an experienced IT Support Technician III (Tier 2/3) to provide advanced technical support in an enterprise environment supporting the U.S. Securities and Exchange Commission (SEC). The ideal candidate will have extensive hands-on experience troubleshooting complex Windows and macOS issues, managing incidents and service requests through ServiceNow, and supporting enterprise device imaging, deployment, and lifecycle management. This position requires a highly skilled technical professional who can independently resolve escalated issues, provide exceptional end-user support, and mentor junior technicians while maintaining compliance with established ITIL processes and service-level agreements (SLAs). Key Responsibilities Advanced Technical Support Provide Tier 2 and Tier 3 onsite technical support for Windows and macOS workstations, laptops, peripherals, and enterprise applications. Troubleshoot and resolve complex hardware, software, operating system, and connectivity issues. Serve as an escalation point for technical issues that cannot be resolved by Tier 1 or junior support technicians. Perform root cause analysis and implement sustainable solutions to recurring technical problems. Deliver professional, customer-focused technical support to employees and stakeholders. Incident Management & ServiceNow Manage incidents, service requests, and escalations using ServiceNow. Follow ITIL-based incident management, request fulfillment, and escalation procedures. Prioritize and resolve tickets in accordance with established SLAs. Maintain accurate technical documentation, ticket updates, and resolution records. Collaborate with internal IT teams to resolve complex or cross-functional technical issues. Endpoint Management & Device Deployment Perform workstation imaging, provisioning, configuration, and deployment for Windows and Mac devices. Support operating system installations, software packaging, application deployment, and patch management. Troubleshoot device configuration, deployment failures, and endpoint performance issues. Work with enterprise endpoint management technologies such as Microsoft Intune, Jamf Pro, SCCM/MECM, or Windows Autopilot, as applicable. Assist with hardware replacements, workstation upgrades, and device lifecycle management. Team Collaboration & Mentorship Provide technical guidance and coaching to Tier 1 and junior support technicians. Share troubleshooting best practices and contribute to internal knowledge base documentation. Collaborate with IT infrastructure, security, and endpoint management teams. Identify opportunities to improve service desk operations, troubleshooting workflows, and technical support processes. Required Qualifications 4+ years of experience providing enterprise-level end-user technical support, preferably in Tier 2 or Tier 3 environments. Advanced troubleshooting experience with both Windows and macOS operating systems. Hands-on experience with workstation imaging, provisioning, software deployment, and patch management. Strong experience using ServiceNow for incident management, service requests, and ticket tracking. Working knowledge of ITIL processes , incident management, escalation procedures, and SLAs. Demonstrated ability to resolve complex technical issues independently. Experience supporting users in person within a corporate, enterprise, or government environment. Strong communication, analytical, documentation, and customer service skills. Ability to mentor junior technicians and serve as a technical escalation resource. Must be a U.S. citizen without dual citizenship . Must be eligible to obtain and maintain a Public Trust clearance. Ability to work 100% onsite in Washington, DC . Preferred Qualifications Active federal Public Trust clearance. Experience with Microsoft Intune and/or Jamf Pro . Experience with Microsoft SCCM/MECM or Windows Autopilot. ITIL 4 Foundation certification. CompTIA A+ certification. Microsoft 365 Endpoint Administrator certification or equivalent. Previous experience supporting federal government agencies or highly regulated enterprise environments. Education High school diploma or equivalent required, subject to final client confirmation. A bachelor's degree may be required depending on the final approved position requirements. Ideal Candidate Profile The successful candidate is a seasoned desktop support professional with strong expertise across both Windows and Mac environments. They are comfortable handling challenging escalations, managing ServiceNow tickets according to ITIL standards, and supporting enterprise endpoint deployment operations. Beyond technical troubleshooting, this individual should demonstrate leadership, ownership, and the ability to guide junior technicians through complex issues. This is a hands-on senior desktop support position, not a phone-only help desk role. Work Environment Onsite at SEC Headquarters in Washington, DC. Federal government IT support environment. Direct interaction with end users, technical teams, and internal stakeholders. Potential opportunity for conversion to full-time employment.