Customer Technical Support Specialist

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.

Program Overview

Nationwide program dedicated to maintaining IT infrastructure operations across TSA. Contract supports all US airports and 30+ US Embassy/Consulates international sites across 30 different countries where TSA is present

About The Role

Peraton is seeking a Customer Technical Specialist to join our team of qualified, diverse individuals. The ideal candidate will support the Department of Homeland Security (DHS) customer. This individual will support a 24×7 operations of engineers, Incident Management, Event Management, Request Fulfillment, ITSM Queue Management, Bridge Management actions for a hybrid government infrastructure. The ideal candidate will be responsible for implementing policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

This position requires 12-hour shifts including weekends and holidays.

Day to Day Work Responsibilities:

• Ensures maximum issue resolution in minimum time to meet Service Level Agreements.
• Establishes activities to improve technical practices in the areas of quality and resolution timeframes.
• Coordinates customer service activities.
• Designs and maintains customer databases.
• Assists users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for providing immediate problem resolution.
• Collaborate with EMOC Analysts to facilitate resolution of ongoing enterprise-level incidents.
• Manage the rapid progression of incidents from creation to completion.
• Perform trend analysis on incidents, developing and publishing reports as directed.
• Provide technical analyses of incidents to higher peers and subordinate NetOps Centers.
• Document incidents to configuration items, track plans to resolve, prevent, and mitigate future incidents.
• Set up IT support systems so end users can utilize systems with minimal issues.
• Analyze incident trends and recommend corrective actions.
• Engage and coordinate technical resources across IT support teams.
• Ensure the incident management process is followed and perform notifications and escalations.
• Ensure incident reports include adequate notes for later review and analysis.
• Ensure follow-up change tickets are submitted and scheduled as appropriate.
• Ensure incident tickets have the most current information and or corrective action(s).
• Identifying emerging incidents and ensuring their prompt resolution.
• Coordinating responses between technical teams during a service disruption to address and solve service failures as quickly and effectively as possible.
• Work directly with the subject matter expert (SME) to establish procedures to prevent future incidents.

Qualifications

Basic Qualifications:

• Bachelor’s degree and 2 years’ experience or Master’s degree and 0 years’ experience or Associate’s degree and 4 years’ experience or HS diploma/equivalent and 6 years’ experience.
• U.S. Citizenship and must have the ability to obtain a DHS Entrance on Duty (EOD) clearance.
• Experience working in an IT call center environment.
• Working knowledge of WebEOC.
• Understanding of monitoring and management tools such as Solarwinds and Remedy.
• Working knowledge of iShare.
• Experience working in a professional security environment balancing multiple tasks and prioritizing.
• Ability to contribute to a much larger team ensuring Mission Critical Facilities issues and customer requests are met in a timely fashion.

Preferred Qualifications:

• Familiar with system engineer processes.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $39,000 – $62,000. This represents the typical salary range for this position based on experience and other factors.

EEO:Peraton is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristic protected by law.