Communications Officer (Support Desk)

Responsibilities

Key Responsibilities:

• Serving as the Communications Officer providing coordination with Tier 1, Tier 2, and Tier 3 to deliver helpdesk support to the Bureau for Latin America and the Caribbean.
• Providing incident and request management as per defined standards; ensuring a standard approach and steps to triage issues are used across the support team.
• Identifying when there are gaps and/or a standard approach is needed (for example, using Knowledge Articles).
• Facilitating the delivery of on-site and remote desktop support to LAC personnel operating onsite or at field locations.
• Tracking service desk tickets to provide metric and trend reporting on incidents and service request relative to operations response activities,
• Providing Service Desk Operations support for Response support activities, developing metrics and trend analysis as it relates to IT support and services for BHA response consistent with SLA s for Response Ticket Resolution.
• Ensuring all means for communications (e.g., desktop/laptop, desk phone, mobile device, TV, subscriptions/services, VTC, teleconferencing and network operations) are available without interruption to support BHA customers and Emergency Operations Centers.
• Supporting Continuity of Operations for deployable comms staff and other components directly tied to ongoing response activities (e.g., required elevated privileges to maintain operations) are effectively maintained during and post-transition.
• Provide appropriate coverage when the designated full-time staff member(s) is not available at the LAC office.
• Liaising with response operations leadership to ensure the deployable communications support and services evolve as BHA’s response operations model(s) evolves.
• Working remotely with the field team to troubleshoot issues that arise related to field communications equipment and/or establishing connectivity with field counterparts and/or BHA Washington.
• Coordinating additional shipment arrangements either commercially, personally, or through diplomatic pouch.

 

                               *Contingent on Contract Award*

Qualifications

Basic Qualification:

• U.S. Citizen; eligible for U.S. Secret Security Clearance.
• 2+ years providing help desk support to deployed or mobile communication teams.
• Strong written and verbal communication skills with the ability to work with customers to effect support for critical response or emergency mission operations.
• Ability to quickly respond to inquiries, requests, and incidents consistent with SLA requirements.
• Experience using ServiceNow to process incidents and service requests.
• Experience creating Knowledge Management (KM) and/or Knowledge Articles (KA) for new and gap processes.
• Experience using office tools such as Excel, PowerPoint, and MS Word.
• Experience supporting disaster assistance response teams.
• Experience with industry best practice for service desk operations or ITIL v3/v4 certification.

 

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL v3 or v4 certification.

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

$66,000 - $106,000. This represents the typical salary range for this position based on experience and other factors.