On-Site Tier II Help Desk Specialist (24/7)

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

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.