PRISM Help Desk Specialist (Federal / NOAA TSB Support)
ITegrity
Invite-only right now: save jobs, track applications, build tailored resumesAlready have an account? Log in
- Location
- Silver Spring, MD
- Work style
- Remote only
- Job type
- Full time
- Posted
- Oct 7
- 12 days ago
Career path
See where this role leads
Jigup maps the next three moves from a job like this one, with the titles and the skills each step asks for.
About the company
ITegrity
Information technology and services · 51 to 200 employees
What you'll do
- PRISM Functional Support:Serve as a functional point of contact for end-users navigatingPRISMprocurement/acquisition systems and associated NOAA travel/finance applications.
- Multi-Channel Response:Monitor help desk email inboxes, phone splits, voicemail, and Google Chat throughout the workday to ensure rapid response to user inquiries.
- Service Now Administration:Accurately record all end-user encounters, symptoms, troubleshooting steps, and resolution details in ServiceNow. Keep tickets updated and close them promptly upon resolution.
- Tier 0 BAS Integration & Intake:Provide supplemental Tier 0 support for NOAA Business Application Solutions (BAS), handling basic inquiry intake, triage, and seamless ticket distribution during steady-state and scaled-up operations.
- Issue Analysis & Escalation:Conduct research on reported problems. Coordinate closely with functional and technical leads to escalate Tier 2/3 issues in accordance with standard Finance Office protocols.
- Documentation & Knowledge Base Support:Maintain precise operational documentation and assist in building out help desk knowledge base materials to enhance tier-0 self-service and team resolution rates.
- Coverage & Peak-Period Support:Collaborate with federal counterparts and branch leadership to guarantee full help desk coverage during operating hours, particularly during critical crunch periods like fiscal year-end closeout.
What you need
- Core Technical Expertise:Direct experience supporting end-users withPRISM(federal procurement/acquisition management system).
- Ticketing Systems:Hands-on experience logging, updating, and managing customer requests inServiceNowor similar IT Service Management (ITSM) tools.
- Client Services Mindset:Proactive "ownership" attitude with strong active listening, analytical troubleshooting, and clear customer follow-up abilities.
- Collaboration & Communication:Outstanding verbal and written communication skills across phone, email, and instant messaging platforms (e.g., Google Chat).
- Flexibility:Capability to adapt to operational surges (e.g., fiscal year-end) and maintain seamless integration with federal staff.
- Experience working within NOAA's Travel Support Branch (TSB) or Finance Office ecosystem.
- Familiarity with federal travel, acquisition, or financial workflows integrated with PRISM and NOAA Business Application Solutions (BAS).
Key skills
PRISMServiceNowIT Service Managementactive listeninganalytical troubleshootingverbal and written communication
Keywords for your resumePro
The words this employer's screening is likely to look for.
This job lists resume keywords
The terms this posting uses, pulled out so you can mirror them in your resume. Jigup Pro members see the list on the job board.
See full description on company page, apply now
Read the full posting here
ITegrity, Inc. is seeking a detail-oriented PRISM Help Desk Specialist to join our team supporting the NOAA Travel Support Branch (TSB) and Finance Office Client Services Help Desk. In this role, you will deliver functional help desk assistance focused on PRISM acquisition/procurement software, ensuring federal users receive prompt, accurate assistance with application workflows and transaction tracking. This position involves providing integrated Tier 0 and Tier 1 support for NOAA Business Application Solutions (BAS), assisting with initial intake, ticket routing, functional troubleshooting, and escalating complex inquiries as part of a unified federal help desk team. Key Responsibilities PRISM Functional Support: Serve as a functional point of contact for end-users navigating PRISM procurement/acquisition systems and associated NOAA travel/finance applications. Multi-Channel Response: Monitor help desk email inboxes, phone splits, voicemail, and Google Chat throughout the workday to ensure rapid response to user inquiries. Service Now Administration: Accurately record all end-user encounters, symptoms, troubleshooting steps, and resolution details in ServiceNow. Keep tickets updated and close them promptly upon resolution. Tier 0 BAS Integration & Intake: Provide supplemental Tier 0 support for NOAA Business Application Solutions (BAS), handling basic inquiry intake, triage, and seamless ticket distribution during steady-state and scaled-up operations. Issue Analysis & Escalation: Conduct research on reported problems. Coordinate closely with functional and technical leads to escalate Tier 2/3 issues in accordance with standard Finance Office protocols. Documentation & Knowledge Base Support: Maintain precise operational documentation and assist in building out help desk knowledge base materials to enhance tier-0 self-service and team resolution rates. Coverage & Peak-Period Support: Collaborate with federal counterparts and branch leadership to guarantee full help desk coverage during operating hours, particularly during critical crunch periods like fiscal year-end closeout. Basic Qualifications & Required Skills Core Technical Expertise: Direct experience supporting end-users with PRISM (federal procurement/acquisition management system). Ticketing Systems: Hands-on experience logging, updating, and managing customer requests in ServiceNow or similar IT Service Management (ITSM) tools. Client Services Mindset: Proactive "ownership" attitude with strong active listening, analytical troubleshooting, and clear customer follow-up abilities. Collaboration & Communication: Outstanding verbal and written communication skills across phone, email, and instant messaging platforms (e.g., Google Chat). Flexibility: Capability to adapt to operational surges (e.g., fiscal year-end) and maintain seamless integration with federal staff. Preferred Qualifications Experience working within NOAA's Travel Support Branch (TSB) or Finance Office ecosystem. Familiarity with federal travel, acquisition, or financial workflows integrated with PRISM and NOAA Business Application Solutions (BAS).