Customer Service Rep IV

job summary:

We are seeking an experienced IT Support Technician 3 to join our team supporting the Securities and Exchange Commission (SEC) Information Security Services (ISS) contract in Washington, DC. In this role, you will deliver high-quality Tier 2/3 desktop support, execute system imaging and deployment, and serve as an escalation point for technical issues across Windows and macOS platforms within SEC HQ.

location: Washington, Washington, D.C.
job type: Contract
salary: $34.33 - 39.33 per hour
work hours:
education: Bachelors
responsibilities:

KEY RESPONSIBILITIES

• Deliver expert in-person and remote technical troubleshooting for laptops, desktops, mobile devices, operating systems, and core business applications.
• Perform workstation imaging, device provisioning, endpoint configuration, and security patch deployments for Windows and macOS environments.
• Manage, document, and prioritize incident tickets and service requests in ServiceNow following ITIL best practices and strictly adhering to operational SLAs.
• Serve as an escalation resource for junior support staff, providing technical guidance, SOP enforcement, and knowledge base documentation.

qualifications:

REQUIRED QUALIFICATIONS

High School Diploma or equivalent.

4+ years of professional enterprise IT end-user support experience across hardware, software, and networking.

Direct hands-on experience managing and troubleshooting both Windows and macOS enterprise environments.

Practical experience using ServiceNow or equivalent enterprise ticketing systems in an SLA-driven environment.

Must be able to obtain and maintain an SEC Public Trust clearance prior to start (ship required; dual citizenship is not permitted).

PREFERRED QUALIFICATIONS

Active SEC Public Trust or recent federal civilian Public Trust clearance.

ITIL 4 Foundation, CompTIA A+, or Microsoft Endpoint Administrator certifications.

Experience with cloud endpoint management platforms like Microsoft Intune and Jamf Pro.

skills:

macOS,software packaging,Jamf,desktops,Enterprise IT,laptops,Microsoft Intune,Windows,Microsoft 365,multi-platform,patch management,peripherals,ServiceNow,software configuration,detail-oriented,communication skills,Coordinate,strong leadership,remote troubleshooting,troubleshooting abilities,adjudication,operating system administration,enterprise computing,CompTIA A+,customer service,Endpoint Management,ticket handling,imaging,Incident Management,ITIL processes,ITIL,infrastructure,knowledge base,lifecycle management,Mentorship,mentoring,Microsoft 365 Certified,mobile devices,Operating Systems,security tooling,standard operating procedures,technical documentation,IT Support,User Support,operational workflows,workstation

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.