Support Center Analyst

MedStar Health; Herndon (VA); Remote; USD 39,000 - 62,000; Full time

Job summary

MedStar Health is seeking a Support Center Analyst to deliver high-quality technical support to users. This fully remote position involves troubleshooting hardware and software issues while maintaining documentation and monitoring service requests. Candidates should possess strong communication skills and a proven technical background with a high school diploma and security clearance.

Qualifications

• 5 years of experience required.
• Must be U.S. Citizen with active secret clearance.
• 1-3 years in help desk or technical support role.

Responsibilities

• Provide front-line technical support to end users.
• Document interactions and escalate unresolved issues.
• Monitor and prioritize incoming service requests.

Skills

Customer service

Communication

Interpersonal skills

Multi-tasking

Prioritization

Education

High School diploma

Tools

ServiceNow

Remedy

Zendesk

Job description

Support Center Analyst

Job Locations: US

Requisition ID: 2025-157715

Position Category: Customer Service

Clearance: Secret

Responsibilities

Peraton is seeking experienced Support Center Analysts to join our team of qualified and diverse individuals.

This position is fully remote.

The Support Center Analyst provides front-line technical support to end users by responding to inquiries, troubleshooting issues, and ensuring timely resolution of hardware service requests. This role is essential to maintaining productivity and user satisfaction by delivering high-quality support across hardware, software, network, and system-related issues. The analyst serves as a central point of contact, leveraging knowledge bases, escalation paths, and service management tools to resolve incidents efficiently.

Day-to-Day Roles and Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
• Document all interactions, issues, and resolutions in the service management system in accordance with support center procedures.
• Escalate unresolved or complex issues to the appropriate technical teams while maintaining ownership and follow-up with the user.
• Provide guidance to users on system usage, password resets, and common troubleshooting steps.
• Monitor and prioritize incoming service requests to meet defined Service Level Agreements (SLAs).
• Contribute to and maintain internal knowledge base articles and documentation.
• Participate in ongoing training to maintain technical knowledge and stay current.
• Assist in identifying trends, recurring issues, and process improvements to enhance service delivery.

Qualifications

Basic Qualifications:

• High School diploma and 5 years of experience.
• Must be a U.S. Citizen with an active secret clearance.
• 1-3 years of experience in a help desk, service desk, or technical support role.
• Strong knowledge of Windows/Mac operating systems, Microsoft Office 365, basic networking, and remote support tools.
• Experience with ticketing systems such as ServiceNow, Remedy, Zendesk, or similar.
• Excellent customer service, communication, and interpersonal skills.
• Ability to multi-task, prioritize, and manage time effectively in a high-volume support environment.

Preferred Qualifications:

• ITIL Foundation certification is a plus.

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.