Service Technician Curtis Auto Group
Brandywine, MD30 days ago
- Full-time
Artech LLC
- Anacostia, DC
- 17 days ago
- $30–$32 Per Hour
- Instant Apply
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Skills
- 2nd Level Supportunmatched
- Best Practicesunmatched
- CompTIA A+unmatched
- Computer Workstationsunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Customer Support/Serviceunmatched
- Desktop PCunmatched
- Documentationunmatched
- Enterprise Applicationsunmatched
- Enterprise Endpointunmatched
- Establish Prioritiesunmatched
- Federal Governmentunmatched
- Help Deskunmatched
- IT Service Management (ITSM)unmatched
- ITIL (IT Infrastructure Library)unmatched
- Identify Issuesunmatched
- Incident Managementunmatched
- Information Technology & Information Systemsunmatched
- Laptop PCunmatched
- Mac Operating Systemunmatched
- Microsoft Product Familyunmatched
- Microsoft Windows Operating Systemunmatched
- Operating Systemsunmatched
- People Managementunmatched
- Peripheral Hardwareunmatched
- Printersunmatched
- Problem Solving Skillsunmatched
- Process Improvementunmatched
- Record Keepingunmatched
- Securities and Exchange Commission (SEC)unmatched
- Service Deliveryunmatched
- Service Level Agreement (SLA)unmatched
- ServiceNowunmatched
- Software Administrationunmatched
- Software Configuration Managementunmatched
- Support Documentationunmatched
- Technical Supportunmatched
- Time Managementunmatched
- Trend Analysisunmatched
- User Interface/Experience (UI/UX)unmatched
Description
Job Title: IT Support Technician II (Tier 2 End-User Support)
Location: Washington DC (Onsite)
Duration: 6 Months
Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).
Salary Range: $30.80 - $32.00/Hour on W2 (Without Benefits).
Applicants must be willing to work on W2.
Position Summary:
- The IT Support Technician 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.
- 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.
Experience:
- 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).
- 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.
- 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.
Numbers & Facts
| Location | Anacostia, DC |
| Salary | $30–$32 Per Hour |
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