IT Support Administrator

Peraton; United States; Remote; USD 51,000 - 82,000; Full time

Job summary

Peraton is seeking an IT Support Administrator to join our HHS OIG IT Service Desk Support and Engineering Services Program. The successful candidate will provide technical assistance to HHS-VIP and HHS users, resolving computer problems via in person, phone, or electronic support; remote with occasional on-site travel in San Francisco.

The role emphasizes SLA attainment, prompt referrals, and issue tracking across hardware, software, networks, and applications.

Qualifications

• Experience in a help desk environment using ServiceNow.
• Must reside in the San Francisco area and be a US citizen.
• Ability to obtain and maintain Public Trust clearance.

Responsibilities

• Provide responsive IT service delivery and user support.
• Answer questions and resolve computer problems remotely or in person.
• Meet SLAs for speed to answer and first contact resolution.
• Document issues and track progress in records/databases.
• Coordinate with network/services and engineering to restore service.

Skills

Help Desk Experience

ServiceNow

Customer-focused Support

Remote Troubleshooting

Education

BS/BA

High School Diploma

Tools

MS Office Suite

Active Directory

Job description

Responsibilities

Peraton is currently seeking a IT Support Administrator to join our team of qualified, diverse individuals. The qualified applicant will become part of Peraton’s HHS OIG Information Technology Service Desk Support and Engineering Services Program. The IT Support Administrator provides technical assistance to HHS-VIP and HHS users, answers questions; resolves computer problems for clients in person, or via telephone or electronically; provides assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. This position is remote with onsite travel as needed that supports, HHS OCIO VIPs that are virtual (San Francisco).

What you’ll do:

• Provide responsive, reliable, and consistent service delivery.
  Provide IT services that appropriately respond to the time-sensitive needs of customers,
• Provide prompt referrals and escalations to an appropriate IT support service option.
• Meet all Service Level Agreements (SLAs) including, but not limited to, speed to answer, first contact resolution, and limits on aged tickets.
• Resolves technical problems and answers queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems.
• Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. May route calls to product line specialists. Maintains and updates records and tracking databases.
• Alerts management to recurring problems and patterns of problems.
  Respond to and diagnoses problems through discussion with users.
• Ensures timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.
• Provide support to end users on a variety of issues related to applications and web applications.
• Identify, research, and resolve technical problems.
• Respond to telephone calls, email and personnel requests for technical support.
• Document, track, and monitor the problem to ensure a timely resolution.
• Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulate or recreate user problems to resolve operating difficulties.
  Recommend systems modifications to reduce user problems.

Qualifications

Required Qualifications:

• 2 years with BS/BA or 6 years with a HS Diploma.
• Experience working in a help desk environment with ServiceNow tools.
• Must reside in the San Francisco area.
• Must be a US Citizen.
• Must be able to obtain and maintain the required Public Trust Clearance.

Preferred Qualifications:

• Prior experience with HHS and/or the Office of Inspector General customer, is a plus.
• Must have great oral and written communication skills.
• Experience MS Office Suite, including Outlook, Word, Excel, and PowerPoint
• Ability to effectively work independently and as a member of a team.
• Must be able to thrive in a fast-paced, rapidly evolving environment with varying priorities, based on a team building culture.

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.

Target Salary Range

$51,000 - $82,000. 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.

EEO

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