Technical Support, Lead Associate

Responsibilities

We are hiring a mid-level Customer Technical Specialist to support a US government application that provides personnel security management to the Department of Defense.  This position will be 100% remote. 

 

What you'll do:

 

As a Customer Technical Specialist, you will apply specialized application functional knowledge to support the end users and Govt. client.  Under general direction you will act as the point of contact between the DoD, Federal Agency, and Industry users, the Govt. client and the development/sustainment team to coordinate and manage the following day to day application activities.

• Monitor application status and performance. Be the first line in identifying and reporting application issues.
• Perform troubleshooting, diagnosis and resolution of outages.
• Monitor and analyze processes and procedures related to the application usage and web enroller process and collect, identify, define, and organize application and user metrics.
• Support users with on-boarding and usage of the customized application. This includes providing Webinar trainings and creating training documentation.
• Manage and coordinate with the user community and the client vendor user reported problems that need to be corrected.
• Coordinate with the development team and the client for resolution of issues related to the application.
• Partner with developers and engineers to reduce reoccurring incidents and make recommendations for improvement and enhancement.
• Work off-hours to support deployments, verify production availability and support resolution of issues during non-business hours. 
• Produce and maintain program documentation such as: weekly activity reports, system metrics, program registration documents, and program Frequently Asked Questions and knowledge base articles.

 

 

Qualifications

What you'll need:

 

• Education:  5 years experience with a BS/BA degree, 3 years with a MS/MA or 7 years of experience in lieu of a degree
• Clearance:  Top Secret clearance
• Certifications:  Security+ certification required
• 2 years customer support experience with strong verbal and written communication skills.
• 2 years of experience in group facilitation, requirements analysis with diverse client or project types and providing direct customer support and issue resolution. 
• Must demonstrate a strong sense of self-motivation and direction.
• Common office software skills (Word, Excel, Visio, PowerPoint).
• Familiarity with Department of Defense personnel security issues is a plus.

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 professional development resources, 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

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