Senior IT Support Technician – Desk-side & VIP Support

Aptonet; Washington (District of Columbia); On-site; USD 60,000 - 90,000; Full time

Job summary

Aptonet in Washington, DC seeks an IT Support Technician II to deliver Tier 2 desk-side and service desk support for the SEC Infrastructure Support Services program. You will resolve complex hardware and software issues, image and deploy enterprise workstations, manage ticket lifecycles, and maintain high-quality customer service for SEC personnel in a high-visibility federal environment.

Work closely with senior technicians and cross-functional IT teams to ensure reliable operations, meet SLA

Qualifications

• Minimum 4 years IT support experience in a service desk/desk-side environment.
• Windows endpoint troubleshooting and support.
• macOS endpoint troubleshooting and support.
• Hardware diagnostics for desktops, laptops, monitors, printers, docking stations, and peripherals.
• Workstation imaging and deployment.
• Enterprise software installation and configuration.
• ServiceNow or comparable ITSM/ticketing platform.
• ITIL-based incident and request management.
• Strong troubleshooting and customer service skills.
• Ability to obtain and maintain a Public Trust clearance.

Responsibilities

• Provide Tier 2 support for hardware, software, peripheral, and connectivity issues.
• Troubleshoot and resolve Windows and macOS operating system issues.
• Deliver desk-side, call-in, and walk-in technical support.
• Escalate unresolved issues with complete troubleshooting documentation.
• Manage incident and service request tickets through the enterprise ticketing system.
• Ensure ticket ownership from assignment through closure while meeting SLA requirements.
• Coordinate with internal IT teams and external support groups to resolve escalated issues.
• Perform workstation imaging, provisioning, deployment, and replacement activities.
• Configure enterprise software packages and peripheral devices.
• Validate endpoint readiness and secure connectivity for SEC users.
• Support hardware refreshes, device swaps, and asset lifecycle management.
• Assist users with best practices and technical guidance.
• Develop and maintain support documentation and troubleshooting procedures.
• Participate in continuous service improvement initiatives.
• Support operational surge requirements and on-call activities when needed.

Skills

IT support

Windows troubleshooting

macOS troubleshooting

Customer service

ITSM / ServiceNow

Ticketing SLA

On-site support

Documentation

Public Trust readiness

Tools

ServiceNow

Job description

Aptonet in Washington, DC seeks an IT Support Technician II to deliver Tier 2 desk-side and service desk support for the SEC Infrastructure Support Services program. You will resolve complex hardware and software issues, image and deploy enterprise workstations, manage ticket lifecycles, and maintain high-quality customer service for SEC personnel in a high-visibility federal environment.

Work closely with senior technicians and cross-functional IT teams to ensure reliable operations, meet SLA