Service Desk Technician Security Clearance

Position: Service Desk Technician with Security Clearance
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 Service Now. 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 Service Now 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 Service Now).

- 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 Service Now 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! (JSON format)