IT Support Technician - 3

Job description

The IT Support Technician 3 provides advanced end-user support for the SEC ISS contract, delivering Tier 2/3 resolution for complex desktop, software, and connectivity issues in an enterprise environment. This role supports the Customer Service Desk operating model by ensuring incidents and requests are fully documented, prioritized, and resolved in ServiceNow in alignment with SEC support processes. The technician performs advanced endpoint imaging, provisioning, deployment, and secure configuration across Windows and macOS platforms. The position also improves service performance by mentoring junior technicians, identifying recurring issues, and supporting SLA-based reporting and continuous improvement actions. PRIMARY RESPONSIBILITIES: Advanced End-User Technical Support: 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-sen...