Desktop Support Lead (Tier 1/2) | DoD-Cleared IT

Peraton; San Antonio (TX); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton seeks a Desktop Support Lead in San Antonio, TX to provide Tier I/II technical support for software, hardware, and network issues, guiding users through solutions and coordinating with teams to restore services. You will maintain network diagrams and support databases while analyzing requests and prioritizing actions.

Required: HS diploma with 5–6 years of IM/IT support, US citizenship, ability to obtain DoD clearance, Security+ CE, and strong customer service; ITIL 4 Foundations and HDI

Qualifications

• HS diploma with 5-6 years of experience.
• Must be a U.S. citizen.
• Ability to obtain Department of Defense security clearance (ADP II Public Trust).
• CompTIA Security+ CE Certificate.
• Proven project management skills in setting priorities to meet project deadlines.
• Proven knowledge of Service Desk support environments.

Responsibilities

• 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, 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.

Skills

Customer service

Communication

Critical thinking

Project management

Mentoring

Stakeholder relationships

Analytical skills

Education

HS diploma

Tools

Microsoft Office

Visio

Project

ServiceNow

Job description

Peraton seeks a Desktop Support Lead in San Antonio, TX to provide Tier I/II technical support for software, hardware, and network issues, guiding users through solutions and coordinating with teams to restore services. You will maintain network diagrams and support databases while analyzing requests and prioritizing actions.

Required: HS diploma with 5–6 years of IM/IT support, US citizenship, ability to obtain DoD clearance, Security+ CE, and strong customer service; ITIL 4 Foundations and HDI