IT Support Specialist - Senior (Regional)

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 deliveryobjectivesby 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 throughinitialservice desk channels.

Incident and Ticket Management

• Record, track, and update all incident and request activities in the SEC ticketing environmentin accordance withsupport workflows.

• Triage, prioritize, escalate, and coordinate resolution of tickets to restore services quickly and minimize business impact.

• Validateissue resolution with users prior to closure and ensureaccurateclosure notes and disposition codes.

• Support problem management byidentifyingrecurring issues and coordinating permanent corrective actions.

Endpoint and Software Lifecycle Support

• Install, configure, deploy, and upgrade endpoint hardware and enterprise software in alignment with SEC standards.

• Execute operating system and application updates, patches, and baseline changes for supported endpoint platforms.

• Support endpoint provisioning, relocation, refresh, and decommissioning activities throughout the asset lifecycle.

• Coordinate with engineering and vendor teams for hardware replacements, warranty actions, and escalated endpoint issues.

Regional and Operational Service Delivery

• Provide on-site support at regional offices as directed for activities exceeding centralized support capacity.

• Assistwith onboarding, offboarding, and workforce relocation support activities.

• Support collaboration technologies and user-facing conference room capabilities (e.g., Teams/Webex) asrequired.

• Maintainand follow SOPs and knowledge artifacts to improve consistency, service quality, and user self-service outcomes.

REQUIRED QUALIFICATIONS

• This position is restricted to U.S. citizens only. Applicants must not hold dual citizenship with any other country to be eligible for work under this contract.

• Ability to obtain and maintain SEC Public Trust.

• Bachelors degree and minimum of 4 years of related experience providing IT hardware and software deployment, troubleshooting, and problem resolution support to end users.In lieu of degree, additional experience may be required.

• Demonstratedexperience delivering Tier 2 and Tier 3 support, including move/add/change of end-user equipment and software install/upgrade activities.

• IT hardware and software deployment support to end users

• Tier 2 and Tier 3 end-user support

• Move/add/change of end-user equipment

• Software installation and upgrade support

• End-user troubleshooting and problem resolution

PREFERRED QUALIFICATIONS

• Experience supporting federal civilian agencies or similarly regulated enterprise IT environments.

• Strong working knowledge of ITIL-based incident, request, and problem management practices.

• Experience with ticket-driven support workflows and enterprise ITSM platforms (e.g., ServiceNow).

• Experience with endpoint lifecycle tooling, including endpoint management and MDM capabilities (e.g., Microsoft Intune).

• Experience supporting Microsoft 365 collaboration services, including Teams/Webex user support.

• Experience coordinating escalations with engineering and vendor teams for service restoration.

• Experience supporting large-scale hardware refreshes, office relocations, and surge support events.

• Ability to support extended service windows and multi-site operations with strong customer-facing communication skills.

• ITIL 4 Foundation

• CompTIA A+

• Microsoft Endpoint Administrator (MD-102)

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.