Support Center Analyst

Peraton; United States; Remote; USD 39,000 - 62,000; Full time

Job summary

Peraton is seeking a Support Center Analyst to provide front-line technical support. The role involves troubleshooting issues and ensuring user satisfaction through high-quality support across hardware, software, and network issues. Candidates should have significant experience in a help desk or technical support role and must possess a high school diploma along with an active security clearance.

Qualifications

• 5 years of experience in a technical support role.
• Strong knowledge of Windows/Mac operating systems and Microsoft Office 365.
• Must be a U.S. Citizen with an active secret clearance.

Responsibilities

• Serve as the first point of contact for technical assistance.
• Document all interactions in the service management system.
• Monitor and prioritize incoming service requests to meet SLAs.

Skills

Customer Service

Communication

Interpersonal Skills

Multitasking

Prioritization

Education

High School diploma

Tools

ServiceNow

Remedy

Zendesk

Job description

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About Peraton
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.

Program Overview
Supports the transformation and modernization of legacy Coast Guard systems and services including mobility, messaging, ITSM, ITAM, Network Infrastructure, and legacy data systems from on-premise implementations to cloud and hybrid cloud solutions. New system and service implementations, including zero trust architecture, to provide leading-edge systems that are both secure and accessible.

About The Role
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.

Salary Range: $39,000 - $62,000, depending on experience and other factors.

EEO: Equal opportunity employer, including disability and protected veterans.

Job Details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industries: Civil Engineering

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