Help Desk Engineer

Peraton; Corridor North (MD); On-site; USD 146,000 - 234,000; Full time

Benefits offered by this job

25 days PTO

Bonus plan eligibility

Subsidized benefits

Job summary

Peraton is seeking a Help Desk Engineer in Annapolis Junction, MD to manage a Jira-based service desk for data management tools, provide Tier 1/2 support, and coordinate software deployments.

The role collaborates with system and software engineers, maintains Confluence docs, and delivers weekly metrics. Requires TS/SCI with polygraph and 14+ years in systems engineering; Bachelor's degree; competitive benefits.

Qualifications

• Active TS/SCI with current Polygraph is required.
• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor's degree in technical discipline from an accredited college or university is required; Five (5) years of additional systems engineering experience may be substituted for a bachelor's degree.

Responsibilities

• Manage project help desk Jira tickets from customers seeking product support.
• Provide Tier 1 and Tier 2 support for Data Management tools with emphasis on user access management and real-time troubleshooting.
• Collaborate with system and software engineers and external teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain internal and customer-facing documentation in Confluence.
• Manage full lifecycle of Jira tickets: prioritization, assignment, tracking, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in meetings to gather requirements and align priorities.
• Generate and deliver weekly and monthly performance and incident metrics.

Skills

Strong communication

Self-starter

Jira and Confluence

Education

Bachelor's degree in technical discipline

Tools

Jira

Confluence

Job description

Help Desk Engineer

Job Locations

US-MD-Annapolis Junction

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

Project Description

• The team supports a suite of web-based applications that automate data management for IC data custodians.
• The products facilitate the capture of information and approvals that allow for the movement of data through the customer mission space in a compliant manner.
• These products are critical to standardize and simplify data movement as well as data reuse and integration with downstream tools.

Job Description

• The team is looking for a Help Desk lead who can manage project help desk Jira tickets from customers seeking product support.
• Ideal candidate will provide support for a suite of Data Management tools, including user access management, change requests, and real-time troubleshooting of technical issues.
• Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple network platforms.
• Create, update, and maintain both internal and customer-facing documentation in Confluence.
• Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure.
• Coordinate software deployments, system upgrades, and security patches.
• Participate in internal and customer meetings to provide updates, gather requirements, and ensure alignment on priorities.
• Generate and deliver weekly and monthly performance, incident, and operational metrics.

Highly Desired Skills

• Demonstrated ability to operate as a self-starter with strong verbal and written communication skills, capable of conveying complex concepts effectively to customers and end users
• Provide support to IT systems, including day-to-day operations, monitoring, and troubleshooting across client devices; deliver Tier 1 (Help Desk) and Tier 2 (escalation) support for problem identification, diagnosis, and resolution, while ensuring timely escalation and clear communication of status to agency management and internal customers
• Experience with Jira and Confluence

Qualifications

Basic Requirements

• Active TS/SCI with current Polygraph required
• Fourteen (14) years of experience in planning and leading Systems Engineering efforts.
• Bachelor's degree in technical discipline from an accredited college or university is required
  • Five (5) years of additional systems engineering experience may be substituted for a bachelor's degree

Peraton offers enhanced benefits to employees supporting this critical National Security program, which include heavily subsidized employee benefits coverage for you and your dependents, 25 days of PTO accrued annually up to a generous PTO cap, and eligibility to participate in an attractive bonus plan.

Target Salary Range

$146,000 - $234,000. 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 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.