TOC Service Desk Agent

TOC Service Desk Agent - Northern Virginia

PRISM is seeking a skilled and customer-focused TOC (Technical Operations Center) Service Desk Agent to provide mid-level IT support within a large federal environment in Northern Virginia. As a key member of our IT Service Desk team, you will be responsible for receiving, analyzing, and resolving a variety of technical incidents and service requests using a leading service management platform. This is an excellent opportunity to support a substantial user community and offers significant potential for professional growth.
This position is full-time and requires on-site work in Northern VA. We are hiring someone with flexibility for multiple shifts, including day and evening options, Monday through Friday, and Weekends.

In this role, you will:

• Serve as the initial point of contact for end-users, addressing their IT inquiries and issues through various channels, including phone, web chat, email, and ticketing systems.
• Demonstrate excellent customer service and professional communication skills when interacting with users.
• Utilize strong written and verbal communication, attention to detail, and problem-solving abilities to deliver outstanding customer support.
• Analyze and resolve escalated service requests and incidents from junior-level analysts, leveraging your experience and technical expertise.
• Employ remote control tools to troubleshoot and resolve desktop and laptop issues efficiently.
• Utilize advanced technical skills to manage user accounts via Active Directory, map network drives, and install/troubleshoot software and hardware problems, as well as perform basic network troubleshooting.

Required Qualifications:

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD) clearance.
• Bachelor's degree or equivalent plus 3 years of relevant experience, or 9 total years of relevant experience.
• ITIL Foundation certification.
• Flexibility to work various shifts, including potential night and weekend shifts, based on operational needs.
• Proven ability to perform in-depth troubleshooting on Windows Operating Systems (current versions), Microsoft Office products (including M365), and common web browsers.
• Experience with patch management software.
• Demonstrated experience in installing, upgrading, and removing software applications.
• Experience using a service management software (such as ServiceNow) to manage incidents and service requests through their lifecycle.
• Ability to quickly learn new technologies related to operating systems, office productivity suites, and client-specific software.
• Advanced experience with Active Directory management and administration.
• Understanding of Problem Management best practices and processes.

Preferred Qualifications:

• COMPTIA A+, Network+, or Security+ Certification.
• HDI Certification.
• Microsoft certification(s).

Experience and Education Requirements:

• Bachelor's degree or equivalent plus 3 years of relevant experience, or 9 total years of relevant experience.

Security Clearance Required:

• EOD Clearance.