Senior End User Support Technician

Senior End User Support Technician

PRISM is seeking a proactive and technically proficient Senior End User Support Technician to deliver exceptional IT support to federal and contractor personnel in the DMV area. You will provide both on-site and remote support for equipment installations and break/fix incidents, ensuring adherence to service level agreements and maintaining a high level of customer satisfaction. This role involves supporting a variety of end-user technologies, including some within classified spaces.

Responsibilities:

• Provide on-site technical support for hardware (laptops, printers, tablets, mobile devices), software (COTS, GOTS, Web), AV systems, and wireless technologies.
• Schedule and coordinate desk-side support for software installations and hardware/software break-fix activities.
• Set up and configure new end-user equipment (laptops, mobile devices, printers, copiers, VTC, VoIP phones, peripherals).
• Document all changes in ServiceNow, ensuring accurate asset and configuration data.
• Manage and update pending tickets daily in ServiceNow according to procedures.
• Investigate and resolve connectivity issues for IT equipment.
• Conduct daily checks with customers and support staff.
• Contribute to site-specific project planning by providing IT equipment requirements for MACs.
• Manage end-user equipment lifecycle replacement.
• Work independently to identify and implement efficiency improvements.
• Plan and prioritize workload to meet deadlines and resolve tickets effectively.

Required Qualifications:

• Ability to obtain a DHS EOD clearance.
• Bachelor's degree and 6 years relevant experience, OR equivalent experience (12 years total, or AA + 8 years).
• Strong troubleshooting skills in Windows OS (10, 7, 2000), Microsoft Office, and web browsers (IE, Firefox).
• Experience with patch management software (e.g., SCCM).
• Experience installing, upgrading, and removing software.
• Experience using ServiceNow (or similar) for incident and service request management.
• Ability to quickly learn new technologies (MS OS, Office, DHS software).
• Advanced experience with Active Directory management & administration.
• Knowledge of Problem Management best practices.

Preferred Qualifications:

• PMP or Agile (PMI-ACP or IAPM) certification.
• ServiceNow Certified Application Developer, Implementer, or System Administrator.
• Experience with ServiceNow PPM application.
• Experience supporting senior-level staff.

Experience & Education:

• Bachelor's Degree + 6 years related experience; or equivalent.

Security Clearance:

• EOD Clearance Required.