Tier 2 Technical Support Representative

Responsibilities

Peraton is seeking an experienced Tier 2 Technical Support Representative that will provide advanced on-site technical support services, including direct interaction with executive-level staff and office leadership. These services are essential for resolving complex technical issues, performing installations, and maintaining optimal system functionality across House offices.  

 

Location: Onsite in Washington, D.C.

Shift Schedule: 8:00 AM and 6:30 PM (EST) on Mondays through Friday (Except holidays observes by the House)

 

Day to Day Roles and Responsibilities:  

• Provide professional, high-level technical support to executive customers and management, particularly in urgent or emergency situations.  
• Deliver on-site support for mobile devices, hardware installation, software configuration, and troubleshooting.  
• Assist House offices in installing, configuring, and using House-supported software and applications.  
• Decommission devices by wiping Macs, iPhones and iPads.  
• Contribute to the development of user-facing documentation and installation guides.  
• Maintain and expand a comprehensive knowledge base of commonly used software, hardware, and accessories (e.g., USB cameras, conferencing peripherals used with Microsoft Teams, etc.).  
• Offer consulting services to House offices on best practices, system usage, and technology recommendations.  
• Act as an escalation point for resolving complex end-user issues requiring advanced technical expertise.  
• Perform user data migration tasks upon request, ensuring data integrity and security.  
• Create and deploy system images for computers and laptops to streamline setup and deployment processes.  
• Perform mobile device and endpoint management console support (AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, Jamf).  
• Configure workstations to meet user requirements, including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.  
• Use PowerShell and Power BI to create custom reports as needed  
• Use PowerShell to automate maintenance processes as needed.  

 Additional Expectations:  

• Collaborate effectively with cross-functional teams and external vendors to resolve hardware and software issues.  
• Demonstrate flexibility and responsiveness in a fast-paced, customer-focused environment.  
• Perform other official duties as assigned. 

Qualifications

Basic Qualifications:

• High School Diploma and 5 years of experience
• U.S. Citizenship is required with the ability to obtain a Public Trust
• Proven ability to configure and troubleshoot commercial off-the-shelf (COTS) hardware and software, including desktops, laptops (PC and Mac), mobile devices, printers, and other peripherals
• Intermediate to advanced experience working with Windows, macOS, iOS, and Android operating systems
• Working knowledge of physical, network, and application layers, with the ability to utilize TCP/IP tools and protocol commands for troubleshooting
• Strong communication and customer service skills, with a professional demeanor in support of executive-level users and management
• Ability to work efficiently in fast-paced environments and meet strict deadlines
• Experience conducting business and systems analysis to investigate, document, and resolve end-user issues

• Minimum of 1 year of experience supporting:
• macOS environments
• Remote access tools such as Cisco AnyConnect
• Secure remote connectivity including VPN (RSA SecurID experience preferred)
• Minimum of 3 years of experience in:
• IT Call Center or Service Desk environments
• Active Directory user and account management
• Microsoft Windows 10 and Office 365 application support
• iOS and Android device support
• Microsoft Office 365 ProPlus, SharePoint, and Exchange Online
• Mobile Device Management (MDM) tools including JAMF, Apple Business Manager (ABM), Workspace ONE, or Microsoft Intune
• Minimum of 5 years of experience using enterprise IT service management systems such as BMC Helix (Remedy) for managing incidents, changes, and knowledge articles
• 5 years of advanced-level experience supporting Windows, macOS, iOS, and Android
• 5 years of experience in Active Directory administration
• 5 years of support experience for Microsoft Windows and Office 365 applications
• 3 years of experience supporting users via remote access software
• 3 years of experience supporting secure remote access and VPN c