Entry-Level Federal Help Desk Analyst (On-Site)

Peraton; Virginia, Northern (MN, KY); Hybrid; USD 66,000 - 106,000; Full time

Job summary

Peraton is hiring a Junior Technical Help Desk Support for its Federal Strategic Cyber program, based on-site at Quantico, VA. You will provide Tier II technical support to end users, maintain system infrastructure, and collaborate with R&D teams to test support processes.

This role requires a BS/BA with experience, U.S. citizenship, and active TS clearance; you’ll create training materials, track SLAs, and participate in a 24/7 operations environment.

Qualifications

• BS/BA with 3 years of relevant experience. An additional 4 years of relevant experience may be considered in lieu of the bachelor's degree.
• Experience providing Tier I and Tier II technical support.
• Experience troubleshooting computer hardware, software, and networking systems.
• U.S. citizenship required.
• A current/active Top Secret security clearance with the ability to obtain/pass a polygraph.

Responsibilities

• Provide Tier II technical support to end users via phone, email, and virtual support channels.
• Support the operation, maintenance, and troubleshooting of system infrastructure.
• Collaborate with Research and Development teams to test and optimize product-support techniques, processes, and tools.
• Create and deliver technical training materials for end users and support personnel.
• Compile and report monthly support metrics.
• Resolve issues efficiently and effectively while meeting or exceeding Service Level Agreements (SLAs).
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate and support in a monthly on-call rotation.
• Develop and maintain in-depth knowledge of the company’s products, services, applications, and systems.
• Provide support in an environment that operates 24 hours a day, 7 days a week.

Skills

Tier II support

Troubleshooting

Communication

Customer service

24/7 operations

Education

BS/BA or equivalent

Tools

Active Directory

RSA SecurID

Microsoft SharePoint

Job description

Peraton is hiring a Junior Technical Help Desk Support for its Federal Strategic Cyber program, based on-site at Quantico, VA. You will provide Tier II technical support to end users, maintain system infrastructure, and collaborate with R&D teams to test support processes.

This role requires a BS/BA with experience, U.S. citizenship, and active TS clearance; you’ll create training materials, track SLAs, and participate in a 24/7 operations environment.