About Peraton
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.
Responsibilities
Peraton is seeking a
Customer Support Specialist (Technical) to join our team of qualified and diverse individuals. The Customer Support Specialist will be a member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
Responsibilities
As a Customer Support Specialist (CSS), you will deliver customer satisfaction by resolving technical issues and meeting end-users' needs. Here are some of the primary responsibilities you will have as a CSS:
- 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 potential customers (returning voicemails, providing status updates/follow-up, gathering more information.
- Record all information accurately in the ITSM ticketing tool.
- Resolve issues using Knowledgebase articles.
- Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots/KBAs, peer review as needed.
- Work in one or multiple work queues over various customer contact channels.
- When new solutions are derived to resolve issues, provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.
- Ensure compliance with all government policies, procedures and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs.
- Collaborate with Customer Support team colleagues and other members of the CAEIO team.
- Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.
Core Work Schedule: TBD
Work Location: 44873 Falcon Place Suite 150, Sterling, VA 20166
This position is hybrid after the CSS completes a 12-week New Hire Training Program, which is held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After completing the training program, the CSS will work their assigned shift in Sterling up to two days per week. With manager approval, the CSS can work remotely the other days. The number of days the CSS works onsite is subject to change based on government/program requirements (for example, surge support might require the CSS to be in the office more than two days per week).
Qualifications
Basic Qualifications
- U.S. Citizenship and a 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.
Desired Qualifications
- 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.
Education and Experience: High school diploma (or equivalent) and 6 years of experience; Associate degree and 4 years of experience; Bachelor's degree and 2 years of experience.
Target Salary Range
$51,000 - $82,000. This represents the typical salary range for this position based on experience and other factors.
SCA / Union / Intern Rate or Range
EEO
An Equal Opportunity Employer including Disability/Veteran.
Our Values
Benefits
At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We're fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.
- Paid Time-Off and Holidays
- Retirement
- Life & Disability Insurance
- Career Development
- Tuition Assistance and Student Loan Financing
- Paid Parental Leave
- Additional Benefits
- Medical, Dental, & Vision Care