PRISM Help Desk Specialist — Federal IT Support

ITegrity, Inc. - A trusted Technology, Engineering, and Management Services Provider; Silver Spring (MD); On-site; USD 67,000 - 71,000; Full time

Job summary

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

You will deliver functional help desk assistance focused on PRISM software, ensuring federal users receive prompt, accurate assistance with workflows and transaction tracking. This role provides Tier 0/1 support for NOAA BAS, including intake, triage, and escalation as needed to support federal staff during peak periods and fiscal

Qualifications

• Experience supporting PRISM (federal procurement system).
• Experience logging and managing requests in ITSM tools (ServiceNow).
• Strong ownership mindset with active listening and troubleshooting.
• Excellent verbal and written communication across phone, email, and chat.
• Ability to adapt to peak periods and coordinate with federal staff.

Responsibilities

• PRISM Functional Support: serve as a functional point of contact for end-users on PRISM procurement systems and NOAA travel/finance apps.
• Monitor help desk channels to ensure rapid response to user inquiries.
• Record encounters, symptoms, troubleshooting steps, and resolutions in ServiceNow; keep tickets updated.
• Provide Tier 0 support for BAS; assist with intake and ticket distribution.
• Research problems; escalate Tier 2/3 issues per Finance Office protocols.
• Maintain operational docs and assist knowledge base expansion.
• Ensure full help desk coverage during operating hours and peak periods.

Skills

PRISM support

Active listening

Troubleshooting

Customer service

Tools

ServiceNow

Google Chat

Job description

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

You will deliver functional help desk assistance focused on PRISM software, ensuring federal users receive prompt, accurate assistance with workflows and transaction tracking. This role provides Tier 0/1 support for NOAA BAS, including intake, triage, and escalation as needed to support federal staff during peak periods and fiscal