Technical Support Representative, Specialist

Responsibilities

What you'll do:

• Provide support for our 24x7 Helpdesk
• Responsible for documenting all cases within our Zendesk ticketing system
• Escalate cases to corresponding groups as needed (Tier 3, PMO, JAMMS FSR)
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to the SPOT, TOPSS and JAMMS applications.
• Respond to telephone calls, email, and personnel requests for application support.
• Document, track, and monitor the problem to ensure a timely resolution within the Zendesk ticketing system.
• Simulate or recreate user problems to resolve operating difficulties.
• One week of on site training required in Alexandria, VA

Qualifications

Required Qualifications

• High School diploma
• Minimum of 6 months to 1 year basic computer experience
• Minimum of 1 year of experience working in a help desk environment with ServiceNow tools.
• Must be a US Citizen and have the ability to obtain and maintain a (T4) position of Public Trust Clearance.

Preferred Qualifications:

• Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
• Must have great oral and written communication skills. 
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.