This hybrid remote position must be onsite three days a week in Arlington, VA.
Must be local to Northern, VA, DC, MD area
Shifts Options
6am to 3pm M-F
7am to 4pm M-F
8am to 5pm M-F
We seek a highly motivated, customer-focused Service Desk Technician to join our growing IT team. In this role, you will be our internal users' first line of support, providing technical assistance with various software and hardware issues. You will be responsible for troubleshooting, resolving problems, and escalating complex issues to senior technicians when needed.
Responsibilities:
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Serve as the first point of contact for internal users experiencing technical difficulties.
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Respond to user inquiries via phone, email, and in-person support.
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Troubleshoot and diagnose various hardware and software issues, including Windows 10/11 operating systems, Active Directory login problems, O365 applications (e.g., Word, Excel, Outlook), and peripheral devices (printers, scanners).
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Utilize the ServiceNow ticketing system to document user issues, track progress, and ensure timely resolution.
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Provide clear and concise instructions to guide users through troubleshooting steps.
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Document solutions and maintain a knowledge base for future reference.
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Escalate unresolved or complex issues to appropriate IT personnel.
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Maintain a positive and professional demeanor while working with users.
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Continuously learn and stay updated on the latest technologies.
Qualifications:
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Bachelor’s degree or equivalent + 3 applicable years
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Ability to work Night/Weekend shift (and flexibility to work different shifts in the future due to coverage priorities and changing client requirements)
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Ability to perform in-depth troubleshooting skills on Windows Operating Systems (Windows 11), Microsoft Office products (M365), and various Internet browsers, including Internet Explorer and Mozilla Firefox
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Experience with patch management software
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Experience installing, upgrading, and removing software
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Experience using Service Now service management software to track incidents and service requests through the full lifecycle
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Ability to learn new technologies quickly (MS Operating specified software).
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Advanced experience with Active Directory management, administration
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Knowledgeable of Problem Management best practices and processes
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Commitment to providing exceptional customer service
Benefits:
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Competitive salary and benefits package.
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Opportunity to work in a dynamic and growing IT environment.
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Gain valuable experience in a variety of technical areas.
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Be part of a supportive and collaborative team.
About PRISMINC.COM:
PRISM is devoted to modernization and innovation within technology, security, and IT enterprise solutions and has been recognized for meeting IT performance requirements and exceeding customer expectations since 1994.