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 timeframes.
• 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 5-7 years experience or MS degree and 3-5 years experience and high school dipoma/equiv. and 9 years experience.
• US Citizenship required; must have the ability to obtain TSA EOD Clearance.
• Strong writing and communication skills.

Preferred Skills/Certification:

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

Candidate shall have functional knowledge (certifications preferred) at a minimum in the following subjects:

• Microsoft Windows 7 Software and MS Office Suite• Dell Laptop and PC devices• CISCO networks and network devices (LAN only)• Fiber and copper LAN and end user device wiring

 

Benefits:  

 

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way. 

 

Target Salary Range

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