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.

Key Responsibilities:

Receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.
• Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures.
• Collaborate with other agent to ensure 75% of user support incident tickets are resolved at Tier 1 within required SLA timeframes.
• Work with end user to validate all Tier 1 and transferred-back Tier 2 and Tier 3 tickets are resolved prior to ticket closure.
• Monitor tier 1 tickets and associated trends to ensure large, systemic issues, and/or work stoppages are quickly identified, grouped, and escalated when/as necessary.
• Route tickets to external support groups based on information and policies provided by the customer.
• Service Desk Trainer will ensure Tier 1 and Tier are trained and knowledgeable on M/CIO managed processes and tools, such as for ITIL and IT Service Management and be provided regular or refresher training as process improvements/changes are implemented.
• Service Desk Trainer will ensure all help desk documentation and artifacts meet the quality level define by the program.

*Contingent on Contract Award*

Basic Qualification:

• U.S. Citizen
• 1 - 3 years' experience supporting Service Desk or Help Desk operations.
• Must have experience with ServiceNow or other ITSM tools.
• Must be proficient in English.
• ITIL v4 certification a plus

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.