IT Support Specialist - Senior (Regional)

Job description

The IT Support Specialist Senior (Regional) provides Tier 2 and Tier 3 end-user support services under the SEC ISS contract, ensuring reliable day-to-day operation of endpoint technology across headquarters and regional offices. This role resolves incidents and service requests involving hardware and software issues while executing move/add/change activities and endpoint deployments. The position supports SEC service delivery objectives by documenting and managing work through the enterprise ticketing process, following established SOPs, and meeting service-level expectations. The specialist also partners with adjacent support and engineering teams to reduce repeat incidents, improve user experience, and sustain mission operations. PRIMARY RESPONSIBILITIES: Tier 2/Tier 3 End-User Support: Provide day-to-day Tier 2 and Tier 3 support for end-user incidents and service requests across SEC offices. Diagnose and resolve hardware, software, and connectivity issues affecting desktops, laptops, mobile devices, desk phones, and printers. Perform move/add/change activities for user equipment and associated services. Deliver hands-on support for complex issues that cannot be resolved through...