Help Desk Engineer

Peraton; Maryland; On-site; USD 146,000 - 234,000; Full time

Job summary

Peraton is seeking a Help Desk Lead to manage Jira-based tickets for data-management tools and support a national-security IT environment in Maryland. You will coordinate deployments, troubleshoot in real time, and document issues in Jira and Confluence. The role requires active TS/SCI with polygraph, strong communication, and experience leading a technical help-desk team. Join a mission-focused, fast-paced program.

Qualifications

• Active TS/SCI with current Polygraph clearance.
• 14 years of experience in planning and leading Systems Engineering.
• Bachelor’s degree in a technical discipline; 5 years of additional experience may substitute.
• Experience with Jira and Confluence.

Responsibilities

• Lead help desk and manage Jira tickets from customers seeking product support.
• Provide support for Data Management tools, including user access management and change requests.
• Collaborate with system and software engineers to drive timely issue resolution.
• Document reported issues and change requests in Jira across multiple networks.
• Create, update, and maintain internal and customer-facing documentation in Confluence.
• Own the 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, incident, and operational metrics.

Skills

Verbal and written communication

Education

Bachelor's degree in a technical discipline

Tools

Jira

Confluence

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

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

Benefits: 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 athttps://www.careers.peraton.com/benefits.

EEO

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