Tier II IT Help Desk Specialist – 24/7 Federal On-site

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k)

PTO

Parental leave

Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, onsite at Quantico, VA. You will provide Tier II support, maintain system infrastructure, and train end users while collaborating with engineering teams to optimize product support.

A Top Secret clearance is required, with polygraph ability. The role demands strong communication, problem-solving, and documentation skills, and operates in a 24/7 environment with on-call rotations.

Qualifications

• BS/BA with 1+ year of relevant experience. Or, HS and 4+ years of relevant experience may be considered in lieu of the bachelor's degree.
• Experience providing Tier I and Tier II technical support.
• Experience troubleshooting computer hardware, software, and networking systems.
• U.S. citizenship required.
• A current/active Top Secret security clearance with the 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 Research and Development 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 or exceeding Service Level Agreements (SLAs).
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate and support in a monthly on-call rotation.
• Develop and maintain in-depth knowledge of the company’s products, services, applications, and systems.
• Provide support in an environment that operates 24 hours a day, 7 days a week.

Skills

Tier II support

Hardware issues

Networking issues

Active Directory

RSA SecurID

SharePoint

Troubleshooting

Documentation

Customer service

Communication

Education

Bachelor’s degree

High School + 4+ yrs exp

Tools

Active Directory

RSA SecurID

SharePoint

Job description

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, onsite at Quantico, VA. You will provide Tier II support, maintain system infrastructure, and train end users while collaborating with engineering teams to optimize product support.

A Top Secret clearance is required, with polygraph ability. The role demands strong communication, problem-solving, and documentation skills, and operates in a 24/7 environment with on-call rotations.