Technical Support Representative

Responsibilities

 

Peraton is looking for a Customer Technical Support representative. The qualified individual will be joining a high performing team.

 

What you will do:

• Monitors event dashboard and provides event management alarm ITSM ticket creation and escalation as required.
• May provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
• Resolves problems or contacts more senior technical support as necessary.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
• Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
• Maintains Training and support documentation using tools provided.
• Creates work orders to request information for users and routes in systems provided. 
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• Coordinates with and supports Incident Management activities during high priority incidents.

Qualifications

Required Qualifications:

• High School Degree and a minimum of 3 years of experience. Additional years of experience maybe accepted in lieu of the degree
• Prior Call center experience required
• Some advanced Computer/IT Training
• Strong management capability with the ability to focus on issue at hand
• In depth knowledge of IT operations and incident management processes
• Excellent interpersonal and communication skills
• Experience running a 24X7X365 operations
• Must be able to work on a shifting , some weekend schedule
• Ability to work effectively in a chaotic and stressful work environment/self-starter
• Must be a US Citizen
• Must be able to obatin and maintain a 6C Level Public Trust  security clearance

Preferred Qualifications:

• Exceptional problem-solving capabilities and use of judgment
• Knowledge of ITIL as applied to enterprise operations and incident management
• Understanding of networking, cloud, security, IT hardware, etc., in an IT infrastructure environment

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.

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

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