Customer Technical Specialist

Peraton; Grand Rapids (MI); On-site; USD 30,000 - 48,000; Full time

Job summary

Peraton is seeking a Customer Technical Specialist in Grand Rapids, MI to support DHS/TSA operations. You will provide hands-on IT and network support at airports and client sites, ensuring secure and reliable communications and rapid issue resolution.

The role requires on-site work, strong customer-facing skills, and the ability to travel up to 25%. You will work with a range of devices and technologies, delivering high-quality services to government staff across multiple environments.

Qualifications

• Bachelor’s degree with 0 years’ experience or Associate’s degree with 2 years, or HS diploma/equivalent with 4 years.
• U.S. citizenship; ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.
• Experience supporting end-user IT hardware and software in a desk-side or field service environment.
• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)
• Excellent communication skills and the ability to support senior-level government staff with professionalism.

Responsibilities

• Provide hands-on IT and network support at airports and on-site locations.
• Support desktops, laptops, tablets, printers, scanners, and peripherals.
• Manage and troubleshoot hardware, software, and network issues remotely and on site.
• Install and configure end-user devices and peripherals.
• Maintain asset and configuration records, logs, and inventory.
• Collaborate with Peraton leadership to improve service delivery and customer experience.

Skills

Customer support

Communication

On-site support

Technical troubleshooting

Travel readiness

Education

Bachelor’s degree

Associate’s degree

HS diploma/equivalent

Tools

Cisco switches

Fiber/backbone knowledge

VoIP

eTAS clocks

Laptops/desktops

Job description

Peraton Overview

Peraton is a next-generation national security company that 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, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Responsibilities

Peraton is hiring Customer Technical Specialists to support the Department of Homeland Security (DHS)/ Transportation Security Administration (TSA) customer at airports across the U.S. The primary duties are to provide IT related operational and project support for the Federal Security Director, staff, and the screening workforce. Roles and responsibilities include delivering professional, high-quality services and a variety of technologies across the airport as well as off-site locations. Additionally, the role will be responsible for providing technical guidance for directing and monitoring information systems operations while adhering to contracted service level agreements which require using judgment in maintaining IT operations, making recommendations, supporting multiple Operations and Maintenance (O&M) project related activities.

• The position requires on-site work at our Grand Rapids, MIlocation.


• Must be willing to Travel up to 25% as needed.

Day to Day Work Responsibilities:

• Provide hands-on technical support for a wide range of IT and network systems including:
  
  
  
  • Cisco switches, fiber backbones, and network infrastructure
  
  
  • Desktops, laptops, tablets, printers, scanners, and peripherals
  
  
  • Communication equipment (VoIP phones, cell phones, VTC units)
  
  
  • Transportation security systems such as duress alarms and Electronic Time and Attendance System (eTAS) clocks
  
  
  
  


• Troubleshoot and resolve hardware, software, and network issues both remotely and in-person.


• Perform installation and configuration of end-user devices such as laptops, mobile devices, VTC units, and other peripherals.


• Support infrastructure components like fiber backbones, patch panels, and network interconnectivity, ensuring secure and reliable communications.


• Log and manage updates through a ticketing system, maintaining accurate asset and configuration records.


• Conduct routine IT inventory audits, update cabinet documentation, and ensure equipment records are current.


• Partner with Peraton leadership to recommend technology and process improvements that enhance service delivery and customer experience.


• Deliver support with a professional presence - often directly assisting senior government personnel in high-profile environments.


• Provides technical support for end user devices hardware (laptops, desktops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), network infrastructure (routers, switches, etc.), Voice over Internet Protocol (VoIP), audiovisual display systems, analog and wireless technologies.


• Schedules and coordinates customer desk-side support for the installation of new software or to performance hardware or software break/fix activities.


• Investigates and resolves all connectivity issues related to end-user, site infrastructure and STIP IT equipment.

#TSAImpact

Qualifications

Basic Qualifications:

• Bachelor’s degree and 0 years’ experience or Associate’s degree and 2 years’ experience or HS diploma/equivalent and 4 years of experience.


• U.S. Citizenship required; Must have the ability to obtain / maintain a DHS Entrance on Duty (EOD) clearance.


• Experience supporting end-user IT hardware and software in a desk-side or field service environment.


• Experience supporting variety of IT technologies (Laptops, Mobile devices, etc.)


• Excellent communication skills and the ability to support senior-level government staff with professionalism.

Preferred Qualifications:

• Prior experience supporting DHS or other federal agencies.


• Industry certifications such as CompTIA A+, Network+, Cisco, or Microsoft credentials.


• Familiarity with Cisco switch installations and complex fiber backbone configurations.


• Working knowledge of Cat6 and fiber patching, installation, and repairs.

Physical Requirements:

• Ability to spend 4+ hours per day on your feet, often walking long distances throughout airport and office environments to support customer equipment.


• Ability to lift 40-50 pounds when installing IT equipment.


• Ability to push/pull carts to transport equipment.


• Ability to kneel, bend, and reach under desks to connect or repair cabling, and connect patch cables from patch panels to network switches.


• Physical activity may include climbing ladders, stooping, kneeling, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.


• Required to have close visual acuity to perform activities such as viewing a computer terminal.


• Subject to hazards such as proximity to moving mechanical parts, moving vehicles, and electrical current.

Target Salary Range

$30,000 - $48,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement

Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed athttps://www.careers.peraton.com/benefits.

Application Statements

The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.By applying to this job, you are expressing interest in the role and the Company. During the review of your application, you may be required to participate in an on-camera interview, as well as participate in a process to verify your identity.Use of artificial intelligence (AI) tools of any kind during Peraton interviews is strictly prohibited unless the candidate has obtained prior written authorization. All interview responses must be the candidate’s own.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.