JPC - 206301 - 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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