What are the responsibilities and job description for the End User Support Specialist - Active DOD Secret position at Prism, Inc.?
Job Details
This is an onsite position in Alexandria, VA.
Due to Federal Government Security Clearance Requirements: U.S. Citizenship and Active DoD Secret
PRISM seeks an End User Support Specialist responsible for providing comprehensive technical support to end users, resolving complex IT issues, and ensuring a positive user experience. In this role, you will leverage deep systems and applications knowledge to address escalated issues from the Tier I/Service Desk, providing in-person and remote support.
Responsibilities:
- Problem Solving & Resolution: Resolve complex, escalated IT issues related to hardware, software, networking, and other computer-related technologies. Troubleshoot and resolve Tier II incidents upon first contact whenever possible, including operating system issues, application problems, software installations, and service requests. Diagnose and resolve abnormalities with customer equipment, including network equipment such as conference room systems and printers.
- Technical Expertise: Install, maintain, and troubleshoot hardware, software, network printers (standalone and mobile), and devices. Set up, operate, and troubleshoot audio and video teleconferencing (VTC) equipment. Provide "how-to" assistance for all internally supported devices, applications, and systems.
- Support & Collaboration: Provide excellent in-person and remote customer service. Escalate issues to appropriate second- and third-level subject-matter experts according to SLAs, following up on incidents as needed and supporting network equipment upgrades, including conference room systems and printers. Install requested/approved software on user IT equipment.
- Teamwork & Mentorship: Mentor and train new team members. Contribute to the IT technical knowledge base, including ServiceNow Knowledge Articles and the internal EUS Wiki/Teams Channel. Support the Team Lead with escalations, central incident management, and customer communications.
- Performance Management: Monitor the EUS Specialist Scorecard Dashboard in ServiceNow to manage the ticket queue and meet contractual KPIs. Prioritize work based on impact and urgency, ensuring SLA thresholds for ticket resolution are met or exceeded. Manage personal ticket queue effectively.
- Escalation & Communication: Escalate issues outside the EUS team's expertise to the appropriate specialist support group.
Qualifications
- Active DoD Secret
- 8570-8140 Compliant IAT II (CompTIA Security CE or similar)
- 3 years of relevant end-user hardware and software support
- Troubleshooting
- Ticketing system (ServiceNow or similar)
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