Junior Help Desk Support Technician / active Top Secret

Peraton; Virginia, Northern (MN, KY); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program in Quantico, VA. You will provide Tier II technical support to end users via phone, email, and remote channels, helping maintain system infrastructure.

Responsibilities include creating training materials, reporting monthly metrics, and working with Engineers to keep all components running smoothly in a 24/7 environment.

Qualifications

• BS/BA with 3 years of relevant experience; 4 more years may substitute.
• Experience providing Tier I and II technical support.
• Experience troubleshooting computer hardware, software, and networking systems.
• U.S. citizenship required.
• A current/active TS security clearance with ability to obtain pass a polygraph.

Responsibilities

• Provide Tier II technical support to end users via phone, email, and virtual support channels.
• Support the operation, maintenance, and troubleshooting of system infrastructure.
• Collaborate with R&D teams to test and optimize product-support techniques, processes, and tools.
• Create and deliver technical training materials for end users and support personnel.
• Compile and report monthly support metrics.
• Resolve issues efficiently and effectively while meeting SLAs.
• Work closely with Engineers and Developers to support operation and maintenance of all components.
• Participate in a monthly on-call rotation.
• Develop and maintain knowledge of the company’s products, services, applications, and systems.
• Provide support in a 24/7 environment.

Skills

Tier II support

Troubleshooting

Customer service

Education

Bachelor's degree

Tools

Active Directory

RSA SecurID

SharePoint

Job description

Required Qualifications:

• BS/BA with 3 years of relevant experience. An additional 4 years of relevant experience may be considered in lieu of the bachelor's degree.
• Experience providing Tier I and Tier II technical support.
• Experience troubleshooting computer hardware, software, and networking systems.
• U.S. citizenship required.
• A current/active Top Secret security clearance with the ability to obtain/pass a polygraph.

Preferred / Desired Qualifications:

• Experience with Active Directory.
• Experience supporting RSA SecurID tokens.
• Experience with Microsoft SharePoint.
• Strong troubleshooting, communication, documentation, and customer-service skills.
• Ability to work independently and collaboratively in a fast-paced, 24/7 operations environment.

Peraton is currently seeking to hire a Junior Technical Help Desk Supportfor its' Federal Strategic Cyber program.

Location: On-site, Quantico, VA

In this role, you will:

• Provide Tier II technical support to end users via phone, email, and virtual support channels.
• Support the operation, maintenance, and troubleshooting of system infrastructure.
• Collaborate with Research and Development teams to test and optimize product-support techniques, processes, and tools.
• Create and deliver technical training materials for end users and support personnel.
• Compile and report monthly support metrics.
• Resolve issues efficiently and effectively while meeting or exceeding Service Level Agreements (SLAs).
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate and support in a monthly on-call rotation.
• Develop and maintain in-depth knowledge of the company’s products, services, applications, and systems.
• Provide support in an environment that operates 24 hours a day, 7 days a week.