Responsibilities Provides Tier I and II technical software, hardware, and network problem resolution for customers by performing problem diagnosis and guiding users through step-by-step solutions. Provides expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sorts, codes and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
Qualifications Basic Qualifications: High School Diploma/equivalent and minimum 1 years experience. Extensive knowledge of MS Office (2007 to present) beyond basic personal use required. Familiarity with technical infrastructure to include LAN's, WAN's, and servers. Must be able to respond to inquiries from customer regarding request, incidents or problems. Must be able to document all aspect of the interaction in the ticketing system. Must have the ability to conduct meaningful Knowledge Base searches in order to pull the correct information for the problem presented. U.S. Citizenship required; must have the ability to obtain and maintain a Public Trust clearance Preferred Qualifications: Prior Help Desk experience preferred, College coursework preferred Experience with virtual private networking a plus. Maintain a pleasant demeanor with all customer. Immediately escalate any issue identified as security related. Show respect and courtesy to all customer. Ability to remain calm and focused when dealing with difficult customers. Peraton Overview 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.
Target Salary Range $30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.
