TOC Service Desk Agent with Security Clearance

TOC Service Desk Agent - Northern Virginia PRISM is seeking a skilled and customer-focused TOC (Technical Operations Center) Service Desk Agent to provide mid-level IT support within a large federal environment in Northern Virginia. As a key member of our IT Service Desk team, you will be responsible for receiving, analyzing, and resolving a variety of technical incidents and service requests using a leading service management platform. This is an excellent opportunity to support a substantial user community and offers significant potential for professional growth. This position is full-time and requires on-site work in Northern VA. We are hiring someone with flexibility for multiple shifts, including day and evening options, Monday through Friday, and Weekends. In this role, you will: Serve as the initial point of contact for end-users, addressing their IT inquiries and issues through various channels, including phone, web chat, email, and ticketing systems. Demonstrate excellent customer service and professional communication skills when interacting with users. Utilize strong written and verbal communication, attention to detail, and problem-solving abilities to deliver outstanding customer support. Analyze and resolve escalated service requests and incidents from junior-level analysts, leveraging your experience and technical expertise. Employ remote control tools to troubleshoot and resolve desktop and laptop issues efficiently. Utilize advanced technical skills to manage user accounts via Active Directory, map network drives, and install/troubleshoot software and hardware problems, as well as perform basic network troubleshooting. Required Qualifications: Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD) clearance. Bachelor's degree or equivalent plus 3 years of relevant experience, or 9 total years of relevant experience. ITIL Foundation certification. Flexibility to work various shifts, including potential night and weekend shifts, based on operational needs. Proven ability to perform in-depth troubleshooting on Windows Operating Systems (current versions), Microsoft Office products (including M365), and common web browsers. Experience with patch management software. Demonstrated experience in installing, upgrading, and removing software applications. Experience using a service management software (such as ServiceNow) to manage incidents and service requests through their lifecycle. Ability to quickly learn new technologies related to operating systems, office productivity suites, and client-specific software. Advanced experience with Active Directory management and administration. Understanding of Problem Management best practices and processes. Preferred Qualifications: COMPTIA A+, Network+, or Security+ Certification. HDI Certification. Microsoft certification(s). Experience and Education Requirements: Bachelor's degree or equivalent plus 3 years of relevant experience, or 9 total years of relevant experience. Security Clearance Required: EOD Clearance.