PRISM Help Desk Specialist - Federal IT Pro

ITegrity, Inc.; Silver Spring (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

ITegrity, Inc. is seeking a detail-oriented PRISM Help Desk Specialist to support NOAA Travel Support Branch and Finance Office Client Services Help Desk.

You will provide Tier 0/1 support for PRISM and BAS, handling intake, routing, troubleshooting, and escalation to resolve user issues efficiently. The role requires strong communication, a proactive ownership mindset, and compliance with federal workflows.

Qualifications

• Experience delivering end-user support for PRISM procurement/acquisition software.
• Experience logging, updating and managing requests in ITSM tools like ServiceNow.
• Demonstrated ownership attitude with proactive troubleshooting and follow-up.
• Excellent verbal and written communication across phone, email, chat and in-person.
• Flexible to adapt to peak periods and cross-agency coordination.

Responsibilities

• Provide Tier 0 and Tier 1 support for PRISM and related NOAA travel/finance apps.
• Route and triage tickets, perform functional troubleshooting, and escalate complex issues.
• Record encounters, symptoms, steps, and resolutions in ServiceNow.
• Assist with intake for BAS and ensure seamless ticket distribution.
• Support knowledge base development to improve self-service and resolution rates.
• Ensure full help desk coverage during critical periods (fiscal year-end).

Skills

PRISM support

ServiceNow

Client services mindset

Strong communication

Adaptability

Tools

PRISM

ServiceNow

Job description

ITegrity, Inc. is seeking a detail-oriented PRISM Help Desk Specialist to support NOAA Travel Support Branch and Finance Office Client Services Help Desk.

You will provide Tier 0/1 support for PRISM and BAS, handling intake, routing, troubleshooting, and escalation to resolve user issues efficiently. The role requires strong communication, a proactive ownership mindset, and compliance with federal workflows.