Tier 1 Help Desk Support Analyst

4 weeks ago

Oak Ridge, United States Peraton Full time

Responsibilities Peraton is seeking an on-site Tier 1 Help Desk Analyst to support the Office of Science under the DOE CBOSS 2.0 contract, providing comprehensive support for all end-user IT issues, requests and inquiries.  Responsibilities include: Act as incident intake; perform initial troubleshooting and incident resolution or escalation. Assist users with computer hardware and/or software applications (e.g., website access, email setup, troubleshooting, etc.) for the purpose of providing immediate problem resolution. Utilize ticketing system to document all user interactions and actions taken, resolution documentation, escalation notes, and follow-up. Maintain familiarity with a broad range of enterprise IT systems and technologies. Contribute to knowledge bases for common issues and solutions. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Ensure maximum issue resolution in minimum time to meet Service Level Agreements. Maintain proficiency in modern productivity and collaboration tools (e.g. Microsoft 365), basic data analysis tools (e.g. Power BI), and maintain awareness of emerging technologies relevant to end-user support, including AI-driven tools and self-service platforms. Qualifications Bachelors Degree + 0 Years / Associate’s Degree + 2 years / High School + 4 Years Must have foundational knowledge in computer hardware, software, networking concepts, and troubleshooting methodologies  CompTIA A+, ITIL V4 Foundations, or other relevant certifications are preferred 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. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. EEO EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.

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