IT Support Technician II

Peraton; Santa Monica (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

Peraton in Irvine, California is seeking an IT Technical Support Technician to join a team supporting the City of Irvine and its Police Department. You will provide expert second-tier technical support, installation and configuration assistance, and on-site service at client locations.

Qualifications include a high school diploma with 3 years of experience, strong customer service, proficiency with Active Directory/Azure/Intune/M365, Zoom and Microsoft Teams, and familiarity with ITSM tools like

Qualifications

• High School Diploma and 3 years of experience.
• Citizenship or Green Card required; ability to pass background check and polygraph.
• Excellent customer service and effective end-user communication.
• Experience providing technical support and conducting technical analysis.
• Front-line troubleshooting with TCP/IP, VPN, DNS, DHCP basics.
• Hands-on experience installing and configuring hardware and software.
• Proficient with enterprise IT software/hardware.
• Ability to work under pressure and meet deadlines.
• Experience supporting Zoom and Microsoft Teams.

Responsibilities

• Provide second-tier technical support and analysis to field engineers.
• Advise on installation, configuration, and enhancement of systems.
• Train customers and respond to technical issues; troubleshoot and modify products.
• Maintain logs and assist in software/hardware procurement decisions.
• Travel frequently; work at customer sites; coordinate with developers to reduce incidents.
• Communicate installation, operation, and usage details of systems.

Skills

Customer service

Technical support

Troubleshooting

Networking concepts

AD/Azure/Intune/365

ITSM tools (ServiceNow/Jira)

Education

High School Diploma

ITIL v4 (preferred)

Tools

Zoom

Microsoft Teams

Job description

Basic Qualifications:

• High School Diploma and 3 years of experience
• U.S. citizenship or Green Card holder is required. Candidates must be able to successfully pass a City of Irvine Live Scan background check and complete and pass a polygraph examination.
• Excellent customer service skills with a demonstrated ability to communicate effectively with end users.
• Experience providing technical support and performing technical analysis.
• Strong front-line troubleshooting skills with basic to intermediate knowledge of networking concepts such as TCP/IP, VPN, DNS, and DHCP.
• Hands-on experience installing, configuring, adapting, and enhancing technical products, software, and systems.
• Proficiency in common software and hardware technologies used in enterprise environments.
• Ability to work efficiently under pressure and meet strict deadlines in a fast-paced setting.
• Experience supporting conferencing platforms including Zoom and Microsoft Teams.
• Proficient in supporting Microsoft technologies such as Active Directory, Azure AD, Intune, and Microsoft 365 applications.
• Working knowledge of IT service management tools like ServiceNow, Jira, or similar platforms.

Preferred Qualifications:

• ITIL v4 certification (preferred, not required)
• Experience supporting a public entity, large non-profit, or large corporation (highly preferred)
• Experience working directly with C-level executives is a strong plus

Physical Requirements:

This position requires a combination of desk-based and hands-on technical work supporting enterprise IT infrastructure and equipment deployments. Approximately 80% of the role is performed at a workstation, while 20% involves physical activities related to hardware installation, troubleshooting, inventory management, and equipment decommissioning.

• Must be able to lift, carry, push, and move IT equipment weighing up to 50 pounds unassisted, including servers, UPS units, network switches, desktop systems, monitors, and related hardware. Heavier equipment may require team lifting or the use of material handling equipment.
• Ability to stand, walk, bend, stoop, kneel, crouch, and work in confined spaces for extended periods while installing, troubleshooting, and maintaining IT equipment.
• Ability to climb ladders and work above or below desk level to install and trace network cabling, perform equipment installations, and access telecommunications and server room infrastructure.
• Must possess the manual dexterity and fine motor skills necessary to work with server components, network equipment, patch panels, cabling, and other technical hardware in confined spaces and varying lighting conditions.
• Ability to safely operate material handling equipment, including hand trucks and pallet jacks, for the transportation and movement of IT equipment and inventory.
• Support asset management and e-waste activities, including equipment decommissioning, inventory audits, hardware packaging, pallet organization, hard drive removal, and preparation of retired equipment for secure disposal or recycling.
• Maintain organized storage, inventory, and equipment staging areas to support operational efficiency and asset accountability.
• Must be able to work in office, warehouse, data center, telecommunications closet, and field environments while adhering to all applicable safety requirements.
• This role requires the ability to regularly handle, deploy, relocate, and decommission enterprise IT equipment as part of daily operational responsibilities.

Peraton is seeking an experienced IT Technical Support Technician to join our team of qualified and diverse professionals. This position will support the City of Irvine & Police Department with day-to-day operations.

Location:

This position is 100% on-site and based in Irvine, California. Candidates must be local.

Work Schedule:

The position requires availability Monday through Friday for 8-hour workdays. Rotating shifts are required, and flexibility is essential.

Day to Day Roles and Responsibilities:

• Provides expert and second tier technical support and analysis to field engineers and technicians.
• Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems.
• Tests, trains, and fields support to customers regarding technical aspects of designated systems and services. Provides expertise for the resolution of technical problems, troubleshoots products, and modifies products to customer requirements.
• Maintains trouble logs, instructs users in the use of computers. Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases.Performs basic PC, PBX
• Provides training to customers.
• Travel is frequent and work is generally performed at the customer site.
• Partners with developers and engineers to reduce reoccurring incidents.
• Answers questions about installation, operation, configuration, customization and usage of designated systems and services.