IT support

Title: IT Support 
Location: Washington, DC 20549
Duration:  6 months
Max PR: $25/hr - $30/hr
Clearance Required: PUBLIC TRUST

• 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.

• Manage incidents 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.

• 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.

• Assist with user training and guide 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.

• Clearance: Ability to obtain and maintain Public Trust (or higher if required).
• Education: Bachelor's. 

• 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

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.