Customer Technical Support Representative 4 (SCA)

Peraton; San Antonio (TX); On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Paid time off

Short/long term disability

Parental leave

Job summary

A national security organization in San Antonio, Texas, seeks a Call Center Service Representative 4. The role includes providing Tier I and II technical support, managing client requests, and maintaining network diagrams. Candidates should have 4-5 years IM/IT support experience, excellent customer service skills, and a ComptTIA Security+ CE Certificate. This position offers a salary range between $51,000 and $82,000, along with a comprehensive benefits package.

Qualifications

• 4-5 years of experience in IM/IT support.
• Ability to obtain Department of Defense security clearance.
• Successful T3 investigation required.

Responsibilities

• Provide Tier I and II technical support for clients.
• Analyze routine situations using automated information systems.
• Review and manage incoming requests.
• Conduct technical research for information support.

Skills

Customer service skills

Communication skills

Critical thinking skills

Technical competency with Microsoft Office

Project management skills

Analytical skills

Education

High School diploma with advanced training

ComptTIA Security+ CE Certificate

Tools

ServiceNow

Microsoft Office Products

Microsoft Visio

Microsoft Project

Job description

About Peraton

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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About The Role

Peraton is seeking a Call Center Service Representative 4. The position will perform the following duties, but not limited to:

• Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or 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 network diagrams and circuit records. Instructs users in the use of PCs and networks.
• May perform basic PC, PBX, and network software programming.
• 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.

Qualifications

• Requires High School level plus some advanced training. 4-5 years of experience.
• Must be U.S citizen.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust).
• Successful T3 investigation required.
• IM/IT support experience (or related relevant experience).
• Must have a ComptTIA Security+ CE Certificate.
• Proven project management skills in setting priorities to meet project deadlines.
• Proven knowledge of Service Desk support environments.

Desired Qualifications

• Strong customer service and communications skills, both oral and written.
• Strong critical thinking skills that facilitate service delivery methodology innovation.
• Proven project management skills in setting priorities to meet project deadlines.
• Strong knowledge of Service Desk support environments.
• Strong analytical, presentation, and problem-solving skills.
• Experience mentoring personnel.
• Ability to establish a solid working relationship with customer, staff, managers and peers.
• Proven technical competency in the following areas:
• Microsoft Office Products: Word, Excel, PowerPoint and Outlook.
• Microsoft Visio and Project.
• ServiceNow relevant experience.
• HDI certification preferred.

SCA / Union / Intern Rate or Range

Target Salary Range: $51,000 - $82,000. 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 at https://www.careers.peraton.com/benefits.

Application Duration Statement

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.

EEO

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