Hybrid IT Service Desk Specialist – Incident & Support

Peraton; Sterling (VA); Hybrid; USD 51,000 - 82,000; Full time

Job summary

Peraton in Sterling, VA seeks a Customer Support Specialist to join the CAEIO Service Desk, providing technical support and service management across the enterprise to protect and improve government IT services.

This hybrid role requires ITIL practices, strong communication, and the ability to diagnose issues, coordinate with teams, and keep customers informed while following SLAs. U.S. citizenship and a SECRET clearance are required.

Qualifications

• Bachelor's degree and 2 years experience or equivalent education-and-experience.
• U.S. citizenship and active SECRET clearance.
• 1–3 years of help desk/service desk experience.
• Experience troubleshooting enterprise hardware, software, networks, or mobile tech.
• Experience using enterprise ticketing platforms like ServiceNow or Remedy.

Responsibilities

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
• Assess reported incidents and service requests, gather relevant technical and customer information, determine appropriate troubleshooting and resolution approaches, and implement or coordinate corrective actions within established procedures.
• Diagnose and resolve common technical issues using documented procedures, knowledge management resources, technical documentation, and established IT service management practices.
• Determine when incidents require escalation based on technical complexity, business impact, security considerations, service-level requirements, or available support capabilities, and coordinate escalation with appropriate technical organizations.
• Maintain ownership of assigned incidents and service requests through resolution or appropriate escalation, ensuring customers receive timely updates and that required actions are documented.
• Communicate directly with customers to clarify technical issues, gather diagnostic information, provide status updates, explain resolutions, and confirm successful restoration of service.
• Analyze incident information and recurring issues to identify trends, knowledge gaps, or opportunities to improve service delivery and first-contact resolution.
• Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.
• Contribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
• Apply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.
• Monitor ServiceNow dashboards and operational queues to identify unassigned, aging, pending, or otherwise at-risk incidents and requests and take appropriate action to facilitate timely resolution.
• Analyze ticket status, workload, aging, and service-level information to identify potential risks to customer service and elevate concerns to appropriate Service Desk leadership.
• Participate in shift turnover activities by communicating significant incidents, unresolved issues, service impacts, operational concerns, and other information necessary to maintain continuity of service.
• Prepare and communicate scheduled operational reports and shift deliverables, ensuring information is complete, accurate, and submitted within established requirements.
• Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.
• Maintain working knowledge of Service Desk processes, enterprise applications, support procedures, and operational responsibilities sufficient to provide effective technical support and provide backup coverage across Service Desk functions.
• Identify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.
• Support implementation of new or modified Service Desk processes, tools, technologies, policies, and procedures.
• Exercise sound judgment when balancing customer requirements, technical considerations, service-level objectives, security requirements, and operational priorities.
• Perform other IT service management and operational support activities consistent with the scope of the position.

Skills

Customer service

Strong communication

Analytical thinking

Team collaboration

Problem solving

Education

Bachelor's/Associate/High school with experience

Tools

ServiceNow ITSM

Remedy

Ticketing platforms

Job description

Peraton in Sterling, VA seeks a Customer Support Specialist to join the CAEIO Service Desk, providing technical support and service management across the enterprise to protect and improve government IT services.

This hybrid role requires ITIL practices, strong communication, and the ability to diagnose issues, coordinate with teams, and keep customers informed while following SLAs. U.S. citizenship and a SECRET clearance are required.