at Peraton Inc in Scott Air Force Base, Illinois, United States
Job Description
Service Desk Agent
Job Locations
US-IL-Scott AFB | US-CO-Colorado Springs | US-TX-Lackland AFB | US-VA-Langley AFB
Requisition ID
2024-145783
Position Category
Technical Support / Help Desk
Clearance
Secret
Sector
Defense Mission & Health Solutions
Responsibilities
We are hiring Service Desk Engineers supporting our program in Colorado Springs, Colorado.
Provides Service Desk Engineering technical support and analysis to field engineers and customers. Provides technical advice and guidance on installation, adaptation, configuration, or enhancement of technical products, programs, and systems. Manages Service Desk queues, identifies trends, provides improvement plans and resolves tickets. Provides expertise for the resolution of technical problems, troubleshoots issues, responds to or updates Service Desk tickets.
What you'll do:
Receiving escalated incident tickets
Creating incident tickets
Tracking incident tickets
Routing incident tickets to the proper group
Incident troubleshooting and resolution management
Identifying problems and initiating root cause analysis
Escalating tickets to subject matter experts (SMEs) for advanced troubleshooting
Resolving incidents using internal subject matter experts (SMEs) and OEM SMEs
Assisting with reactive and proactive Problem Management
Support Change/Asset Management as requried, via ticketing processes.
Interfacing and escalating with various levels of cutomer NOS, MRT, IRT personnel to jointly troubleshoot.
Support pre-system acceptance testing scenarios (SAT).
The user base supported is the network and end user devices, ensuring stability through advanced troubleshooting, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time to Repair.
Customer experience is key and thus the service desk engineers may provide training to customers. All work is performed inside enclave located on an active military base, no Travel is required. Service Desk engineers will partner and build relationships with internal developers and engineers to reduce reoccurring incidents. General types of tickets involve requests for assistance with installation, operation, configuration, customization and usage of designated systems and services.
Qualifications
High School level plus some advanced training; Minimum of 3 years
What you'll need:
CompTIA Sec+ certification active
Active DoD Secret Clearance
Service Desk (Remedy or SNOW experience) - 2+ years
Proven customer support and ability to troubleshoot complex environments
Windows OS 2+ years
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
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.
