Senior End User Support Technician with Security Clearance

Senior End User Support Technician PRISM is seeking a proactive and technically proficient Senior End User Support Technician to deliver exceptional IT support to federal and contractor personnel in the DMV area. You will provide both on-site and remote support for equipment installations and break/fix incidents, ensuring adherence to service level agreements and maintaining a high level of customer satisfaction. This role involves supporting a variety of end-user technologies, including some within classified spaces. Responsibilities: Provide on-site technical support for hardware (laptops, printers, tablets, mobile devices), software (COTS, GOTS, Web), AV systems, and wireless technologies. Schedule and coordinate desk-side support for software installations and hardware/software break-fix activities. Set up and configure new end-user equipment (laptops, mobile devices, printers, copiers, VTC, VoIP phones, peripherals). Document all changes in ServiceNow, ensuring accurate asset and configuration data. Manage and update pending tickets daily in ServiceNow according to procedures. Investigate and resolve connectivity issues for IT equipment. Conduct daily checks with customers and support staff. Contribute to site-specific project planning by providing IT equipment requirements for MACs. Manage end-user equipment lifecycle replacement. Work independently to identify and implement efficiency improvements. Plan and prioritize workload to meet deadlines and resolve tickets effectively. Required Qualifications: Ability to obtain a DHS EOD clearance. Bachelor's degree and 6 years relevant experience, OR equivalent experience (12 years total, or AA + 8 years). Strong troubleshooting skills in Windows OS (10, 7, 2000), Microsoft Office, and web browsers (IE, Firefox). Experience with patch management software (e.g., SCCM). Experience installing, upgrading, and removing software. Experience using ServiceNow (or similar) for incident and service request management. Ability to quickly learn new technologies (MS OS, Office, DHS software). Advanced experience with Active Directory management & administration. Knowledge of Problem Management best practices. Preferred Qualifications: PMP or Agile (PMI-ACP or IAPM) certification. ServiceNow Certified Application Developer, Implementer, or System Administrator. Experience with ServiceNow PPM application. Experience supporting senior-level staff. Experience & Education: Bachelor's Degree + 6 years related experience; or equivalent. Security Clearance: EOD Clearance Required.