Technical IT Help Desk Specialist - Secret Clearance

Peraton; Sterling (VA); On-site; USD 51,000 - 82,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Health savings account

Short/long term disability

Employee assistance program (EAP)

401(k)

Paid time off (PTO)

Company paid holidays

Job summary

Peraton is hiring a Customer Support Specialist (CSS) for the CAEIO Program supporting the Department of State. The role is part of the Service Desk and requires flexibility for 1st, 2nd, and 3rd shifts in Sterling, VA.

The CSS will assess and resolve incidents, coordinate with technical teams, and contribute to knowledge management and process improvement while ensuring SLAs are met.

Qualifications

• Bachelor's degree and 2 years of experience.
• U.S. citizenship and an active SECRET Government Security Clearance.
• 1 to 3 years of help desk/service desk experience.
• Experience troubleshooting enterprise hardware, software, OS, applications, network connectivity, or mobile technologies.
• Experience using IT service management platforms such as ServiceNow or Remedy.
• Ability to manage multiple priorities and meet service levels.

Responsibilities

• Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services via telephone, email, chat, and enterprise service management platforms.
• Assess reported incidents and service requests, gather information, determine troubleshooting or escalation paths, and coordinate actions.
• Diagnose and resolve issues using documented procedures, knowledge resources, and ITSM practices.
• Determine when incidents require escalation and coordinate with appropriate technical organizations.
• Maintain ownership of assigned incidents through resolution or escalation, with timely customer updates.
• Communicate with customers to clarify issues, gather diagnostics, provide status updates, and confirm restoration of service.
• Analyze incident information to identify trends and opportunities to improve service delivery and first-contact resolution.
• Create and maintain technical documentation and knowledge articles supporting Service Desk operations.
• Contribute to Knowledge Base content by documenting troubleshooting techniques and lessons learned.
• Apply ITIL-based Incident Management and Request Fulfillment practices in compliance with government policies and SLAs.

Skills

Communication skills

Multitasking

Customer service mindset

Problem solving

Education

Bachelor's degree

Associates degree

High school diploma

Tools

ServiceNow

Remedy

ITSM platforms

Job description

Peraton is hiring a Customer Support Specialist (CSS) for the CAEIO Program supporting the Department of State. The role is part of the Service Desk and requires flexibility for 1st, 2nd, and 3rd shifts in Sterling, VA.

The CSS will assess and resolve incidents, coordinate with technical teams, and contribute to knowledge management and process improvement while ensuring SLAs are met.