IT Support Technician - 2

Description

The IT Support Technician 2 provides second-level end-user support for SEC personnel, resolving complex hardware, software, and connectivity issues that cannot be resolved at first contact. This role supports service delivery objectives by restoring service quickly, maintaining accurate ticket records, and meeting service level expectations for incidents and requests. The technician performs desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration. The position collaborates with senior technicians and cross-functional IT teams to manage escalations, improve support workflows, and maintain a high-quality user experience.

PRIMARY RESPONSIBILITIES

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.

• Operational Support: May require participation in on-call or surge support activities depending on operational needs.

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.

• Typically requires high school diploma or equivalent and 3+ years of prior relevant experience.

• Ability to obtain and maintain SEC Public Trust.

• Minimum 3 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).

• 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

PREFERRED QUALIFICATIONS

• Experience supporting federal civilian agency users in a high-visibility mission environment.

• ITIL 4 Foundation certification.

• Experience supporting VIP users and high-priority incident workflows.

• Familiarity with enterprise endpoint management and collaboration platforms (e.g., Microsoft Intune, Microsoft 365).

• CompTIA A+, Microsoft endpoint support, or similar end-user support certifications.

• Microsoft 365 Certified: Endpoint Administrator Associate.

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.