Help Desk Customer Technical Specialist

Responsibilities

Peraton is seeking an experienced Customer Technical Specialist to join our team of qualified, diverse individuals. 

 

The Tier 1/ Customer Technical Specialist is responsible for the technical support assisting end users with their day-to-day technical duties and issues. The selected individual will provide fast and useful technical assistance on computer systems. They will answer queries on basic technical issues and offer to solve them.  In addition to responding to support customers with issues that are called into the Help Desk, this position will also assist in management and oversight of the email queue to include prioritizing of work and tickets via email that are distributed to technical resources for resolution in support of the customers.  We are looking for excellent Help Desk Analyst’s that have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult users. Must be focused on working with a team and coordinating with team members to solve complex issues.

 

What you’ll do:

• First-level support of all inbound calls, generating an Incident for all new issues
• First contact resolution (1st call) of desktop issues or follow proper escalation procedures
• Provide accurate, timely, and professional resolution on all supported issues
• Proven experience as a Help Desk Analyst or other IT support role
• Provide a high level of professionalism and customer service.
• Timely, accurate, thorough and professional follow-up on all Incidents
• Ability to diagnose and resolve basic to mid-level technical issues.
• Quickly identify and escalate high-priority issues.
• Accurately triaging/assigning/escalating tickets per current processes and standards.
• Monitor email queue and assign Break/Fix (HD), install, change, move, RTS tickets to appropriate resources groups.
• Monitor email queue to assure that SLAs are maintained.
• Update ticket status and provide work documentation on HD tickets.
• Assign tickets to appropriate queues.
• Ensure proper assignment of tickets as well as facilitation of resource allocation based on workload.
• Escalate problems or tickets to higher level management when required and/or necessary.

Qualifications

Basic Qualifications:

• Bachelor's degree and 5-7 years experience or Master's degree and 3-5 years of experience or high school diploma/equivalent and 9 years relevant experience
• Must have 2-4 years prior Help Desk experience 
• Experience working with computers and operating systems.
• Experience with trouble ticketing system—currently using Service Manager
• Thorough knowledge of desktop and business/technical support systems.
• Experience with both Windows and Apple OS and HP printer hardware setup, configuration, and troubleshooting.
• Must posses one of the following certifications:

• HDI
• Windows 10
• MCP
• MCSA
• Mac OS X Essentials

• U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust security clearance

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

$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.