PRISM Help Desk Specialist (Federal / NOAA TSB Support)

ITegrity, Inc. - A trusted Technology, Engineering, and Management Services Provider; Silver Spring (MD); Vor Ort; USD 67.000 - 71.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

PRISM support

Active listening

Troubleshooting

Customer service

Tools

ServiceNow

Google Chat

Jobbeschreibung

ITegrity, Inc. is seeking a detail-oriented PRISM Help Desk Specialist to join our team supporting the NOAA Travel Support Branch (TSB) and Finance Office Client Services Help Desk. In this role, you will deliver functional help desk assistance focused on PRISM acquisition/procurement software, ensuring federal users receive prompt, accurate assistance with application workflows and transaction tracking.

This position involves providing integrated Tier 0 and Tier 1 support for NOAA Business Application Solutions (BAS), assisting with initial intake, ticket routing, functional troubleshooting, and escalating complex inquiries as part of a unified federal help desk team.

Key Responsibilities

• PRISM Functional Support: Serve as a functional point of contact for end-users navigating PRISMprocurement/acquisition systems and associated NOAA travel/finance applications.
• Multi-Channel Response: Monitor help desk email inboxes, phone splits, voicemail, and Google Chat throughout the workday to ensure rapid response to user inquiries.
• Service Now Administration: Accurately record all end-user encounters, symptoms, troubleshooting steps, and resolution details in ServiceNow. Keep tickets updated and close them promptly upon resolution.
• Tier 0 BAS Integration & Intake: Provide supplemental Tier 0 support for NOAA Business Application Solutions (BAS), handling basic inquiry intake, triage, and seamless ticket distribution during steady-state and scaled-up operations.
• Issue Analysis & Escalation: Conduct research on reported problems. Coordinate closely with functional and technical leads to elevate Tier 2/3 issues in accordance with standard Finance Office protocols.
• Documentation & Knowledge Base Support: Maintain precise operational documentation and assist in building out help desk knowledge base materials to enhance tier-0 self-service and team resolution rates.
• Coverage & Peak-Period Support: Collaborate with federal counterparts and branch leadership to guarantee full help desk coverage during operating hours, particularly during critical crunch periods like fiscal year-end closeout.

Basic Qualifications & Required Skills

• Core Technical Expertise: Direct experience supporting end-users with PRISM (federal procurement/acquisition management system).
• Ticketing Systems: Hands-on experience logging, updating, and managing customer requests in ServiceNow or similar IT Service Management (ITSM) tools.
• Client Services Mindset: Proactive "ownership" attitude with strong active listening, analytical troubleshooting, and clear customer follow-up abilities.
• Collaboration & Communication: Outstanding verbal and written communication skills across phone, email, and instant messaging platforms (e.g., Google Chat).
• Flexibility: Capability to adapt to operational surges (e.g., fiscal year-end) and maintain seamless integration with federal staff.

Preferred Qualifications

• Experience working within NOAA's Travel Support Branch (TSB) or Finance Office ecosystem.
• Familiarity with federal travel, acquisition, or financial workflows integrated with PRISM and NOAA Business Application Solutions (BAS).

Salary: $67000 - $71000 per year