PRISM Help Desk Specialist (Federal / NOAA TSB Support) ITegrity, Inc. - 5.0 Silver Spring, MD Job Details Full-time $67,000 - $71,000 a year 1 day ago Benefits Health savings account Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Employee assistance program Vision insurance 401(k) matching Employee discount Professional development assistance Life insurance Referral program Qualifications Live chat Email customer support Texting/chatbox tools Phone communication Software administration Managing clients in a customer support role Automated procurement systems ServiceNow Technical support via email Purchasing management systems (technically supported) Ticketing system technical support Client interaction via phone calls Full Job Description 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 IntegrationIntake:

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 AnalysisEscalation:

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.

DocumentationKnowledge 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.

CoveragePeak-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 QualificationsRequired 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.

CollaborationCommunication:

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).