2nd Level Support, Best Practices, Computer Workstations, Customer Support/Service, Documentation, Enterprise Applications, Establish Priorities, ITIL (IT Infrastructure Library), Information Technology & Information Systems, Mac Operating System, Microsoft Windows Operating System, Operational Strategy, Outsourcing, People Management, Problem Solving Skills, Securities and Exchange Commission (SEC), Security Clearance, Service Delivery, ServiceNow, Software Administration, Software Configuration Management, Technical Support, Time Management, User Interface/Experience (UI/UX)
Customer Service Tech II (IT Support Technician)
Location: Washington, DC | Onsite
Compensation: $28.54
Security Clearance: Ability to obtain and maintain SEC Public Trust
Responsibilities
- Provide second-level technical support for SEC personnel, resolving complex hardware, software, and connectivity issues that cannot be addressed at first contact.
- Perform desk-side and service desk support, including workstation imaging, deployment, and enterprise software/peripheral configuration.
- Manage incident and request tickets in the enterprise ticketing system, ensuring accurate categorization, prioritization, and documentation.
- Coordinate with internal and external support teams to ensure timely resolution of escalated issues.
- Assist with user training and provide guidance on best practices for SEC IT systems and tools.
- Participate in continuous service improvement activities to enhance operational efficiency and user experience.
Requirements - Must meet contract citizenship/work authorization requirements.
- Ability to obtain and maintain SEC Public Trust (or higher if required).
- Bachelor's degree.
- 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).
- Experience with workstation imaging, deployment, and enterprise software configuration.
System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
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Ref: #851-Rockville-S1
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System One
Every day, System One focuses on services and solutions that require a high degree of specialization, in-demand technical skills, and large-scale operational expertise. We are essential partners to those on the front lines of our nation’s most critical infrastructure, technology, and life sciences initiatives.
Founded more than 40 years ago as a staffing partner to the engineering industry, today System One is a diversified organization operating in over 50 locations and putting more than 9,000 people to work in the United States, Canada, and the United Kingdom.
2,500 to 4,999 employees
Staffing/Employment Agencies