Service Desk Technician

Service Desk Technician - IT Customer Technical Specialist III Location: Philadelphia, PA (Hybrid) | Contract About the Role Join a dynamic federal IT environment as a Service Desk Technician supporting high-priority users in Philadelphia. If you thrive in fast-paced settings, excel at troubleshooting, and are passionate about delivering exceptional customer service, this hybrid role offers hands-on experience with industry-leading ITSM tools, including ServiceNow. Enjoy the challenge of high-volume support while growing your technical expertise and advancing your IT career within a collaborative, mission-driven team. Responsibilities - Provide responsive, high-quality IT support to end users via phone and onsite visits (minimum once per week). - Resolve hardware, software, network, and telecommunications issues swiftly and efficiently. - Document, track, and monitor incidents using ServiceNow ITSM to ensure timely resolution. - Meet or exceed all Service Level Agreements (SLAs) for speed and first-contact resolution. - Escalate complex technical issues to Tier 3 and support "smart hands" initiatives for advanced troubleshooting. - Deliver VIP user support and manage multiple priorities in a deadline-driven environment. - Ensure compliance with federal standards and processes, including Public Trust requirements. Required Skills and Experience - Minimum 2 years' experience with a Bachelor's degree, or 4 years with a High School diploma; Master's degree holders considered with relevant skills. - At least 1 year supporting users in a help desk environment with ITSM tools (preferably ServiceNow). - Strong troubleshooting and analytical abilities. - Excellent verbal and written communication skills. - Proven customer service orientation and ability to thrive under pressure. - Ability to obtain and maintain a Public Trust clearance. - Must reside within 50 miles of Philadelphia, PA. Preferred Skills - Experience supporting VIP/federal users. - Advanced knowledge of ServiceNow ITSM. - Exposure to high-volume, SLA-driven support environments. Benefits - Hybrid work schedule with regular onsite collaboration. - Opportunity to support high-impact federal projects. - Career development and learning opportunities with exposure to advanced ITSM tools. - Work alongside experienced IT professionals in a team-oriented environment. How to Apply Are you ready to elevate your IT career and deliver top-tier service in a federal environment? Submit your resume today to take the next step as a Service Desk Technician in Philadelphia! (JSON format)