IT Service Desk Specialist — Government IT (Remote Eligible)

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

Job summary

Peraton is seeking a Customer Support Specialist (CSS) to join our Service Desk for the Department of State program in Sterling, VA. The CSS will provide technical support, incident management, and knowledge sharing to ensure reliable IT services across the CAEIO infrastructure.

The role requires collaboration with DoS leadership and multiple technical teams. The position supports flexible shifts including 1st, 2nd, and 3rd, with potential remote work one day per week upon manager approval.

Qualifications

• Bachelor's degree required with 2+ years experience, or an Associate's with 4 years experience, or a high school diploma with 6 years experience.
• U.S. citizenship and an active SECRET Government Security Clearance.
• 1–3 years of help desk/service desk experience.
• Experience troubleshooting enterprise hardware, software, OS, applications, network, or mobile tech.
• Experience using IT service management platforms such as ServiceNow or Remedy.

Responsibilities

• Provide technical analysis and remote support for enterprise software and IT services via phone, email, chat, and service platforms.
• Assess incidents and service requests, gather information, determine resolution or escalation, and coordinate actions.
• Diagnose and resolve issues using documented procedures and knowledge resources.
• Escalate complex incidents to appropriate teams while considering security and SLAs.
• Maintain ownership of incidents through resolution and communicate status to customers.
• Interact with customers to clarify issues, provide updates, and confirm restoration of service.
• Analyze incidents to identify trends and opportunities to improve service delivery and first-contact resolution.
• Create and maintain accurate documentation and knowledge articles for Service Desk operations.

Skills

Help desk experience

ITSM tools

Technical troubleshooting

Security clearance

Education

Bachelor's degree

Associates degree

High school diploma

Tools

ServiceNow ITSM

Remedy

Job description

Peraton is seeking a Customer Support Specialist (CSS) to join our Service Desk for the Department of State program in Sterling, VA. The CSS will provide technical support, incident management, and knowledge sharing to ensure reliable IT services across the CAEIO infrastructure.

The role requires collaboration with DoS leadership and multiple technical teams. The position supports flexible shifts including 1st, 2nd, and 3rd, with potential remote work one day per week upon manager approval.