PRISM Help Desk Specialist (Federal / NOAA TSB Support)

ITegrity, Inc.; Silver Spring (MD); Vor Ort; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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).

Kenntnisse

PRISM support

ServiceNow

Client services mindset

Strong communication

Adaptability

Tools

PRISM

ServiceNow

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 PRISM procurement/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 escalate 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).