Sr. End User Support Technician

This is 100% onsite in Arlington, VA (Must be local to DC, MD, VA).

Due to Federal Government Security Clearance Requirements: U.S. Citizenship with eligibility to obtain Public Trust Clearance.

PRISM seeks a customer-focused Sr. End User Support Technician to provide top-tier IT White Glove support. You'll deliver on-site and remote support for hardware, software, and network issues, ensuring high-quality service and SLA adherence. This role involves supporting unclassified equipment, some of which is within classified spaces.

Your Impact:

Provide on-site technical support for hardware, software, audiovisual systems, and wireless technologies.

Schedule and coordinate desk-side support for installations and break/fix activities.

Set up and configure new end-user equipment (laptops, mobiles, printers, VTC, VoIP, etc.).

Document all changes in ServiceNow.

Manage and update ServiceNow tickets daily.

Investigate and resolve connectivity issues.

Perform daily customer check-ins.

Participate in site project planning for IT equipment MACs.

Provide end-user equipment lifecycle replacement support.

Proactively identify and implement efficiency improvements.

Plan and prioritize workload to meet objectives and SLAs.

Required Qualifications:

Eligibility to obtain Public Trust Clearance.

Bachelor’s degree and 6 years of relevant experience OR equivalent experience.

In-depth troubleshooting skills in Windows OS, Microsoft Office, and web browsers.

Experience with patch management software (e.g., SCCM).

Experience with software installation, upgrades, and removal.

Experience using ServiceNow (or similar) for ticket lifecycle management.

Ability to quickly learn new technologies.

Advanced Active Directory management & administration skills.

Knowledge of Problem Management best practices.

About PRISMINC.COM:

PRISM is devoted to modernization and innovation within technology, security, and IT enterprise solutions and has been recognized for meeting IT performance requirements and exceeding customer expectations since 1994.

Full-Time