Customer User Support Specialist

Responsibilities

 

Peraton is seeking a Customer User Support Specialist to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer. Additionally, the role will implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

 

Day to Day Work Responsibilities:

• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes objectives and directs staff activities to improve technical support practices in the areas of quality, knowledge centered support and resolution time-frames.
• Drives product supportability.
• Coordinates customer service activities with other internal functions.
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution.
• In-depth applications knowledge of company's products, services and/or systems.
• Provide technical assistance to computer users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
• Operations may be 24/7.

Qualifications

Basic Qualifications:

 

• BS degree and 2 years’ experience or MS degree and 0 years’ experience and high school diploma/equiv. and 6 years’ experience.
• US Citizenship required; must have the ability to obtain TSA EOD Clearance.
• Experience with Microsoft Windows 7 Software and MS Office Suite
• Experience with Dell Laptop and PC devices
• Knowledge of CISCO networks and network devices (LAN only)
• Knowledge of Fiber and copper LAN and end user device wiring
• Strong writing and communication skills.

 

Preferred Qualifications:

• ITIL v4
• Computer Imaging
• UEM
• MS Teams
• VTC Operation
• Cabling
• Industry standard technical certifications such as A+, Microsoft (WinTel) and UNIX servers

Peraton Overview

Peraton 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 and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.

Target Salary Range

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