Junior Technical Help Desk Support

Peraton; Virginia; On-site; USD 55,000 - 75,000; Full time

Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, located on-site at Quantico, VA. The role involves Tier II end-user support, infrastructure troubleshooting, and collaboration with R&D teams to optimize product-support techniques.

You will create training materials, report support metrics, and ensure SLA adherence in a fast-paced, 24/7 environment. U.S. citizenship and TS clearance are required for this position.

Qualifications

• BS/BA degree or equivalent with 1+ year of relevant experience; or HS with 4+ years of relevant experience.
• U.S. citizenship required.
• Current/active Top Secret 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 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.

Skills

Tier I/II support

Hardware troubleshooting

Software troubleshooting

Networking troubleshooting

Active Directory

RSA SecurID

SharePoint

Communication skills

Documentation skills

Customer service

Independent & 24/7 ops

Education

BS/BA degree

HS diploma + 4+ years experience

Job description

Required Qualifications:

• BS/BA with 1+ year of relevant experience. Or, HS and 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.