Adaptive Technology Technician Senior

PRIMARY RESPONSIBILITIES Accessibility Assessment and Solution Engineering - Assess individual accessibility requirements and evaluate functional, technical, and compliance constraints in enterprise environments. - Recommend and configure assistive/adaptive technologies that align with user needs, Section 508/WCAG requirements, and SEC usability standards. - Validate solution effectiveness through user testing and stakeholder reviews before production deployment. - Define approved hardware and software options, including screen readers, Braille displays, voice input tools, and alternative pointing devices. Adaptive Technology Implementation and Sustainment - Install, configure, test, and maintain assistive software and hardware in coordination with EUT and endpoint support teams. - Integrate adaptive technologies with enterprise services, including endpoint baselines, identity/authentication controls, and approved security policies. - Troubleshoot escalated accessibility incidents and service requests, performing root-cause analysis and timely restoration of service. Compliance, Security, and Operational Governance - Ensure deployed solutions comply with federal accessibility standards (Section 508 and WCAG) and SEC cybersecurity requirements. - Support operational readiness by documenting configurations, change impacts, and support procedures in government-approved systems. - Contribute to vulnerability and remediation activities affecting adaptive tools, including patch compliance and risk tracking. - Coordinate with stakeholders and governance processes to keep adaptive services aligned with contract and policy changes. Training, Documentation, and Service Reporting - Provide end-user and support-team training on assistive technologies, usage patterns, and troubleshooting workflows. - Maintain clear SOPs, knowledge articles, and technical documentation for repeatable support and audit readiness. - Record activities, outcomes, and issue status in ServiceNow ticketing/reporting workflows consistent with ISS service management expectations. - Deliver accurate status updates and performance inputs to support SLA tracking, trend reporting, and continuous improvement. REQUIREMENTS - Citizenship/Work Authorization: Must meet contract requirements. - Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required). - Education: Bachelors degree and 4-8 years of experience. Additional experience and education may be considered in lieu of a degree. - Experience: 4+ years of experience testing, implementing, and supporting assistive/adaptive technologies in enterprise IT environments. - Demonstrated experience configuring and sustaining accessibility tools across Windows and mobile platforms. - Proven experience troubleshooting complex accessibility issues, managing software patching/supersedence, and producing end-user/support documentation and training. TECHNICAL SKILLS - Screen readers, screen magnifiers, and text-to-speech platforms - Speech recognition and voice recognition software - Alternative input devices and adaptive hardware (e.g., Braille displays, ergonomic keyboards, specialized pointing devices) - Section 508 and WCAG accessibility compliance - Enterprise endpoint support in Windows and mobile environments - Adaptive software patching, version control, and supersedence management - Accessibility-focused troubleshooting, testing, and validation - Authentication/access compatibility support for assistive tools - Technical documentation, SOP development, and user training - Cross-team collaboration with EUT/service desk stakeholders in ServiceNow-driven, ticket-based operations PREFERRED QUALIFICATIONS - Experience supporting assistive technology services in a federal civilian environment. - Working knowledge of enterprise endpoint management ecosystems (e.g., Intune, Jamf, or comparable tools) for accessibility software deployment. - Experience performing accessibility verification using structured test methods and remediation tracking. - Strong reporting discipline with experience contributing to SLA/operational metrics and executive-ready status updates. - Familiarity with software/license inventory practices for adaptive technology in large enterprises. - DHS Trusted Tester (Section 508), IAAP CPACC, or RESNA Assistive Technology Professional (ATP) certifications. WORK ENVIRONMENT - Operational Support: May require participation in on-call or surge support activities depending on operational needs. - On-Site Support: Occasional on-site support at SEC HQ and/or Regional Offices may be required when directed by SEC based on ISS operational needs. - Travel: As required per contract direction.