Junior Tech Help Desk - Tier II Support (On-site)

Peraton

Quantico (VA)

On-site

USD 66,000 - 106,000

Full time

3 days ago

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Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, located on-site in Quantico, VA. You will provide Tier II end-user support via phone, email, and virtual channels, assist in maintaining system infrastructure, and work with R&D teams to optimize support techniques and tools.

The role requires a BS/BA with 3 years of relevant experience, U.S. citizenship, and a current Top Secret clearance.

Qualifications

Requires a BS/BA with 3 years of relevant IT support experience, or 7+ years combined experience.
Experience providing Tier I and II technical support.
Experience troubleshooting hardware, software, and networking systems.
U.S. citizenship required and ability to obtain polygraph.
Current Top Secret clearance preferred/required.

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 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 SLAs.
Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
Participate 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.