IT Support Technician 3

job summary:

We are seeking an experienced IT Support Technician 3 to join our team on-site at SEC Headquarters in Washington, DC. In this role, you will deliver advanced Tier 2/3 technical support across Windows and macOS environments, handling complex workstation issues, endpoint imaging, and escalation management while ensuring high service quality.

location: Washington, Washington, D.C.
job type: Contract
salary: $34.29 - 38.29 per hour
work hours:
education: Bachelors
responsibilities:

KEY RESPONSIBILITIES

• Deliver expert-level Tier 2/3 technical support for enterprise hardware, software, network, and peripheral issues in-person and remotely.
• Perform workstation imaging, deployment, software configuration, and patch management across Windows and macOS endpoints.
• Manage ticket queues, escalations, and service requests end-to-end in ServiceNow to maintain SLA standards.
• Mentor junior support technicians on technical diagnostics, ticket accuracy, and SOP compliance.
• Create and update technical knowledge base documentation to drive continuous service improvements.

qualifications:

REQUIRED QUALIFICATIONS

High School Diploma or equivalent.

4+ years of experience in enterprise end-user IT support across Windows and macOS platforms.

Demonstrated experience with ServiceNow and ITIL-aligned incident management processes.

Ability to obtain and maintain an SEC Public Trust clearance prior to start.

Ability to work 100% on-site in Washington, DC.

PREFERRED QUALIFICATIONS

Active SEC Public Trust or active federal Public Trust clearance.

Active ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Certified: Endpoint Administrator Associate certifications.

Experience managing endpoints with Microsoft Intune or Jamf Pro.

skills:

macOS,software packaging,Jamf,desktop hardware,configuration management,Enterprise IT,Microsoft Intune,Windows,Microsoft 365,patch management,queue management,ServiceNow,high availability,strong communication skills,leadership traits,customer-focused,adjudication,compliance awareness,leadership traits,Foundation certification,CompTIA A+,Customer Service,endpoint management,imaging,ITIL,knowledge base,Lifecycle Management,mentor,metrics,Microsoft 365 Certified,operating systems,compliance awareness,service improvement,technical documentation,technical depth,IT Support,technical support,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.