IT Support Specialist — ServiceNow & SLA Expert

Peraton; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

Peraton is seeking an IT support professional to deliver reliable IT service delivery to HHS users. You will diagnose and resolve hardware, software, and network issues via phone, email, or in person, while meeting Service Level Agreements.

You will document and monitor issues in ServiceNow and recommend system modifications to reduce recurring problems. As part of the role, you will handle referrals and escalations to appropriate support teams, ensuring timely resolution and customer

Qualifications

• Experience providing IT support via phone, email, or in person.
• Strong troubleshooting and problem-solving skills for hardware, software, and network issues.
• Ability to meet Service Level Agreements and escalate appropriately.

Responsibilities

• Provide responsive IT service delivery to HHS users via phone, email, or in person.
• Diagnose, isolate, and resolve technical problems to meet SLAs.
• Document, track, and monitor issues in ServiceNow and suggest modifications to reduce recurring issues.

Skills

IT support

Customer service

SLA adherence

Phone support

Tools

ServiceNow

Ticketing system

Job description

Peraton is seeking an IT support professional to deliver reliable IT service delivery to HHS users. You will diagnose and resolve hardware, software, and network issues via phone, email, or in person, while meeting Service Level Agreements.

You will document and monitor issues in ServiceNow and recommend system modifications to reduce recurring problems. As part of the role, you will handle referrals and escalations to appropriate support teams, ensuring timely resolution and customer