Tier II Tech Help Desk – Quantico, TS Clearance

Peraton; Virginia; On-site; USD 55,000 - 75,000; Full time

Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, located on-site at Quantico, VA. The role involves Tier II end-user support, infrastructure troubleshooting, and collaboration with R&D teams to optimize product-support techniques.

You will create training materials, report support metrics, and ensure SLA adherence in a fast-paced, 24/7 environment. U.S. citizenship and TS clearance are required for this position.

Qualifications

• BS/BA degree or equivalent with 1+ year of relevant experience; or HS with 4+ years of relevant experience.
• U.S. citizenship required.
• Current/active Top Secret security clearance with 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 R&D 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 SLAs.
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate 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 I/II support

Hardware troubleshooting

Software troubleshooting

Networking troubleshooting

Active Directory

RSA SecurID

SharePoint

Communication skills

Documentation skills

Customer service

Independent & 24/7 ops

Education

BS/BA degree

HS diploma + 4+ years experience

Job description

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, located on-site at Quantico, VA. The role involves Tier II end-user support, infrastructure troubleshooting, and collaboration with R&D teams to optimize product-support techniques.

You will create training materials, report support metrics, and ensure SLA adherence in a fast-paced, 24/7 environment. U.S. citizenship and TS clearance are required for this position.