Service Desk Technician

Service Desk Technician - IT Customer Technical Specialist III
Location: Philadelphia, PA (Hybrid) | Contract

About the Role
Join a dynamic federal IT environment as a Service Desk Technician supporting high-priority users in Philadelphia. If you thrive in fast-paced settings, excel at troubleshooting, and are passionate about delivering exceptional customer service, this hybrid role offers hands-on experience with industry-leading ITSM tools, including ServiceNow. Enjoy the challenge of high-volume support while growing your technical expertise and advancing your IT career within a collaborative, mission-driven team.

Responsibilities

- Provide responsive, high-quality IT support to end users via phone and onsite visits (minimum once per week).
- Resolve hardware, software, network, and telecommunications issues swiftly and efficiently.
- Document, track, and monitor incidents using ServiceNow ITSM to ensure timely resolution.
- Meet or exceed all Service Level Agreements (SLAs) for speed and first-contact resolution.
- Escalate complex technical issues to Tier 3 and support "smart hands" initiatives for advanced troubleshooting.
- Deliver VIP user support and manage multiple priorities in a deadline-driven environment.
- Ensure compliance with federal standards and processes, including Public Trust requirements.

Required Skills and Experience

- Minimum 2 years' experience with a Bachelor's degree, or 4 years with a High School diploma; Master's degree holders considered with relevant skills.
- At least 1 year supporting users in a help desk environment with ITSM tools (preferably ServiceNow).
- Strong troubleshooting and analytical abilities.
- Excellent verbal and written communication skills.
- Proven customer service orientation and ability to thrive under pressure.
- Ability to obtain and maintain a Public Trust clearance.
- Must reside within 50 miles of Philadelphia, PA.

Preferred Skills

- Experience supporting VIP/federal users.
- Advanced knowledge of ServiceNow ITSM.
- Exposure to high-volume, SLA-driven support environments.

Benefits

- Hybrid work schedule with regular onsite collaboration.
- Opportunity to support high-impact federal projects.
- Career development and learning opportunities with exposure to advanced ITSM tools.
- Work alongside experienced IT professionals in a team-oriented environment.

How to Apply
Are you ready to elevate your IT career and deliver top-tier service in a federal environment? Submit your resume today to take the next step as a Service Desk Technician in Philadelphia!

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