Customer Service Representative

Aptonet; Washington (District of Columbia); On-site; USD 39,000 - 65,000; Full time

Job summary

Aptonet is seeking an experienced IT Support Technician III to join our on-site team at SEC Headquarters in Washington, DC. The role focuses on Tier 2/3 end-user support, advanced Windows/macOS troubleshooting, ServiceNow incident management, and ITIL-aligned processes.

The ideal candidate will mentor junior technicians, manage complex escalations, and ensure SLAs are met while maintaining security clearances. This is a contract position with potential for full-time conversion.

Qualifications

• 4+ years enterprise end-user support (Tier 2/3)
• Advanced troubleshooting of Windows and macOS
• Imaging, provisioning, software deployment, and patch management
• ServiceNow for incident management
• Knowledge of ITIL processes, SLAs
• US citizen without dual citizenship
• Eligible for Public Trust clearance
• 100% onsite in Washington, DC

Responsibilities

• Provide Tier 2/3 onsite support for Windows/macOS workstations and enterprise apps
• Troubleshoot hardware, software, OS and connectivity issues
• Escalation point for Tier 1/junior staff
• Root cause analysis and durable fixes
• Deliver professional, customer-focused support
• Manage incidents and requests using ServiceNow
• Follow ITIL incident management, request fulfillment, escalation procedures
• Prioritize tickets per SLAs
• Document tickets and resolutions
• Collaborate with IT teams on complex issues
• Image, provision, configure, deploy Windows and Mac devices
• Support OS installations, software packaging, deployment, and patching
• Troubleshoot deployment failures and endpoint performance
• Work with Intune, Jamf Pro, SCCM/MECM, Autopilot as applicable
• Mentor Tier 1/junior techs
• Share troubleshooting practices and contribute to KB
• Coordinate with security and IT infra teams
• Identify improvements for service desk workflows

Skills

Windows & macOS support

ServiceNow

ITIL processes

End-user support

Mentoring teammates

Education

High school diploma or equivalent

Bachelor's degree may be required

Tools

Microsoft Intune

Jamf Pro

SCCM/MECM

Windows Autopilot

Job description

Job Title: Customer Service Representative IV / IT Support Technician III

Location: Washington, DC – 100% Onsite (SEC Headquarters)

Employment Type: Contract (Potential for Full-Time Conversion)

Expected Start Date: November 16, 2026

Clearance Requirement: Public Trust

Pay Rate: Up to $40hr W2 or $47/hr 1099

Position Overview

We are seeking an experienced IT Support Technician III (Tier 2/3) to provide advanced technical support in an enterprise environment supporting the U.S. Securities and Exchange Commission (SEC).

The ideal candidate will have extensive hands‑on experience troubleshooting complex Windows and macOS issues, managing incidents and service requests through ServiceNow, and supporting enterprise device imaging, deployment, and lifecycle management.

This position requires a highly skilled technical professional who can independently resolve escalated issues, provide exceptional end‑user support, and mentor junior technicians while maintaining compliance with established ITIL processes and service‑level agreements (SLAs).

Key Responsibilities

Advanced Technical Support

• Provide Tier 2 and Tier 3 onsite technical support for Windows and macOS workstations, laptops, peripherals, and enterprise applications.
• Troubleshoot and resolve complex hardware, software, operating system, and connectivity issues.
• Serve as an escalation point for technical issues that cannot be resolved by Tier 1 or junior support technicians.
• Perform root cause analysis and implement sustainable solutions to recurring technical problems.
• Deliver professional, customer‑focused technical support to employees and stakeholders.
• Manage incidents, service requests, and escalations using ServiceNow.
• Follow ITIL‑based incident management, request fulfillment, and escalation procedures.
• Prioritize and resolve tickets in accordance with established SLAs.
• Maintain accurate technical documentation, ticket updates, and resolution records.
• Collaborate with internal IT teams to resolve complex or cross‑functional technical issues.
• Perform workstation imaging, provisioning, configuration, and deployment for Windows and Mac devices.
• Support operating system installations, software packaging, application deployment, and patch management.
• Troubleshoot device configuration, deployment failures, and endpoint performance issues.
• Work with enterprise endpoint management technologies such as Microsoft Intune, Jamf Pro, SCCM/MECM, or Windows Autopilot, as applicable.
• Assist with hardware replacements, workstation upgrades, and device lifecycle management.
• Provide technical guidance and coaching to Tier 1 and junior support technicians.
• Share troubleshooting best practices and contribute to internal knowledge base documentation.
• Collaborate with IT infrastructure, security, and endpoint management teams.
• Identify opportunities to improve service desk operations, troubleshooting workflows, and technical support processes.

Required Qualifications

• 4+ years of experience providing enterprise‑level end‑user technical support, preferably in Tier 2 or Tier 3 environments.
• Advanced troubleshooting experience with both Windows and macOS operating systems.
• Hands‑on experience with workstation imaging, provisioning, software deployment, and patch management.
• Strong experience using ServiceNow for incident management, service requests, and ticket tracking.
• Working knowledge of ITIL processes, incident management, escalation procedures, and SLAs.
• Demonstrated ability to resolve complex technical issues independently.
• Experience supporting users in person within a corporate, enterprise, or government environment.
• Strong communication, analytical, documentation, and customer service skills.
• Ability to mentor junior technicians and serve as a technical escalation resource.
• Must be a U.S. citizen without dual citizenship.
• Must be eligible to obtain and maintain a Public Trust clearance.
• Ability to work 100% onsite in Washington, DC.

Preferred Qualifications

• Active federal Public Trust clearance.
• Experience with Microsoft Intune and/or Jamf Pro.
• Experience with Microsoft SCCM/MECM or Windows Autopilot.
• CompTIA A+ certification.
• Microsoft 365 Endpoint Administrator certification or equivalent.
• Previous experience supporting federal government agencies or highly regulated enterprise environments.

Education

High school diploma or equivalent required, subject to final client confirmation. A bachelor's degree may be required depending on the final approved position requirements.

Ideal Candidate Profile

The successful candidate is a seasoned desktop support professional with strong expertise across both Windows and Mac environments. They are comfortable handling challenging escalations, managing ServiceNow tickets according to ITIL standards, and supporting enterprise endpoint deployment operations.

Beyond technical troubleshooting, this individual should demonstrate leadership, ownership, and the ability to guide junior technicians through complex issues.

This is a hands‑on senior desktop support position, not a phone‑only help desk role.

• Onsite at SEC Headquarters in Washington, DC.
• Direct interaction with end users, technical teams, and internal stakeholders.
• Potential opportunity for conversion to full‑time employment.