IT Support Technician

IT Support Technician

Job Location: Washington, DC 20002 (Onsite/Hybrid) Wage Range*: 28-30hr W2 Job Number: SAIJP00038979 6-12+ Month Contract to Start - Extension(s)/Conversion Potential US Citizenship Only: Ability to obtain and maintain SEC Public Trust (or higher if required)

Required Experience

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., ServiceNow).

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

Job Description

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.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. Benefits offered are in accordance with applicable federal, state, and local laws and subject to change at TCM's discretion.