Tier 1 Help Desk Technician

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

Benefits offered by this job

Medical, dental, vision

401(k)

Paid time off

Paid holidays

Remote work

Job summary

Peraton, a leading national security company, is seeking a Tier 1 Help Desk Technician to join a remote team supporting the DOE customer. You will provide first-line troubleshooting for Windows desktops, software, and access issues with a strong focus on customer service.

The role requires a US citizen and eligibility for DOE clearance; you will work from home with standard IT ticketing workflows, incident logging, and SLAs, ensuring clear, concise solutions and professional communication.

Qualifications

• High school diploma or equivalent with 1 year of experience.
• U.S. citizen eligible for DOE security clearance.
• Basic knowledge of Windows OS and common hardware/software troubleshooting.
• Familiarity with IT ticketing systems and incident documentation.
• Experience with password resets and access issues.
• Strong customer service and clear communication; team oriented.

Responsibilities

• Provide front-line Windows desktop support and resolve user issues.
• Assist with peripherals and mobile devices as needed.
• Support Microsoft Office applications (Outlook, Word, Excel, Teams).
• Log and manage tickets; escalate when appropriate.
• Deliver professional, patient help and document solutions.

Skills

Windows desktop support

Customer service

Communication skills

Ticketing systems

Team collaboration

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

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 solve the most daunting challenges that our customers face. Visit peraton.com to learn how we're keeping people around the world safe and secure.

About The Role

Peraton is seeking a Tier 1 Help Desk Technician to join our team of qualified and diverse professionals supporting our Department of Energy (DOE) customer. The successful candidate will provide first line technical support to end users by troubleshooting common hardware, software, and access related issues while delivering excellent customer service.

This position is fully remote.

Day to Day Roles and Responsibilities:

• Provide front-line support for Windows desktop systems, including troubleshooting software, hardware, and user-access issues
• Assist users with peripheral devices, such as printers, webcams, iPads, iPhones, and other common workplace equipment
• Support and troubleshoot Microsoft Office applications, including Outlook, Word, Excel, Teams, and related tools
• Log, track, and resolve support tickets in a timely and organized manner
• Escalate issues to higher-level support teams when necessary
• Deliver excellent customer service by communicating clearly, listening actively, and maintaining a calm, professional demeanor
• Guide users through solutions step-by-step, ensuring they understand the resolution
• Follow established procedures and contribute to documentation of common issues and solutions

Qualifications

Basic Qualifications

• High school diploma or equivalent and 1 year of experience.
• Must be a U.S. citizen and eligible to obtain and maintain the required Department of Energy (DOE) security clearance.
• Basic knowledge of Windows operating systems, desktop applications, and common hardware and software troubleshooting.
• Familiarity with IT ticketing systems, incident documentation, and established escalation procedures.
• Basic experience assisting users with password resets, account lockouts, access issues, and common technical problems.
• Strong customer service and communication skills, with the ability to troubleshoot issues, explain solutions in user friendly terms, and remain professional under pressure.
• Ability to prioritize support requests, follow IT security procedures, and work effectively in a team environment.

Preferred Qualifications

• CompTIA Security+, A+, or Network+ certification.
• Experience using ServiceNow or another IT service management ticketing system.
• Experience providing Tier 1 help desk, service desk, or technical support in an enterprise environment.
• Familiarity with mobile device support, including iPads and iPhones.
• Basic understanding of networking concepts, including connectivity and network troubleshooting.
• Experience supporting a federal government contractor or government agency.
• Experience working in an environment with established service level agreements (SLAs), ticketing procedures, and escalation processes.

Details

Target Salary Range: $39,000 - $62,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at https://www.careers.peraton.com/benefits.

EEO

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