Customer Support Specialist (Technical)

Peraton is a next-generation national security company that drives missions of consequence. They are seeking a Customer Support Specialist to provide Tier I support for the CA IT infrastructure environment, focusing on troubleshooting and customer service.

Responsibilities

• Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue)
• Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information)
• Resolve issues using Knowledgebase articles
• Contribute to new Knowledgebase articles by providing documentation for new solutions to issues
• Comply with all government policies, procedures, and time-lines for ticket escalation and resolution to ensure the program meets SLAs/SLOs
• Attend Shift Turnover meetings at the beginning and end of each shift, providing ticket data for the end-of-shift meeting
• Maintain communication with the government customer and other support team members
• Disseminate policy and SOP changes to shift team members
• Monitor the ticketing system (ServiceNow) dashboards to track tickets pending assignment, impact assessment, a response back to the caller, and aged tickets pending updates
• Draft and send scheduled deliverables at the end of the shift
• Be familiar with all Service Desk roles and responsibilities to back up colleagues when necessary
• Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above

Skills

• U.S. citizenship and active SECRET Government Security Clearance
• 1 to 3 years of help desk/service desk experience
• Ability to document ticketing information accurately with minimal errors and/or rework
• Ability to work independently, achieve productivity goals, and manage one's time
• Strong written and verbal communication skills
• Attention to detail and a can-do attitude
• Must be able to work on site
• High school diploma (or equivalent) and 6 years of experience; Bachelor's degree and 2 years of experience or an Associates degree and 4 years of experience
• Comp TIA A+ Certification
• ITILv3 or ITILv4 Foundation Certification
• Microsoft IT Support Certification or HDI SCR
• Experience using Remedy or ServiceNow CRM
• Experience supporting the Department of State IT environment

Benefits

• Medical
• Dental
• Vision
• Life
• Health savings account
• Short/long term disability
• EAP
• Parental leave
• 401(k)
• Paid time off (PTO) for vacation
• Company paid holidays

Company Overview