Tier I Service Desk Specialist

1 day ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.About PeratonPeraton 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 OverviewPeraton is seeking a detail-oriented and customer-focused Tier I Service Desk Specialist to join our support team. The selected candidate will be responsible for delivering high-quality incident and problem response services in accordance with established Service Level Agreements (SLAs), using ITIL best practices.This role requires coordination with Systems Administration and Network Engineering teams and includes on-site support during core hours and on-call availability after hours. The Service Desk Specialist will log, track, and manage all incidents and service requests using the service management software provided by the customer.The ideal candidate is the first line of support for users seeking assistance with hardware, software, and network-related issues. This role is responsible for providing timely and effective troubleshooting, resolving technical issues, and ensuring a positive user experience. The Help Desk Technician will document requests, escalate complex issues when necessary, and contribute to maintaining system performance and end-user satisfaction.LocationWashington, D.CDay to Day Roles and ResponsibilitiesProvide Tier 1 support for IT incidents and service requests via phone, in-person, and service management softwareAccurately log all incidents and requests received by phone into the system for tracking and reportingFollow defined procedures and ITIL best practices in all service desk operationsMonitor, acknowledge, and respond to incidents based on severity classifications: Critical, Priority, and RoutineMeet response, on-site, and resolution time requirements as defined by the customerWork closely with engineering and administration teams to escalate and resolve complex issuesMaintain accurate, up-to-date incident records and communicate status and updates to stakeholdersEnsure service continuity through implementation of workarounds or mitigations when full resolution is not immediately possibleProvide monthly personnel availability schedules and contact information to leadership for both core hours and surge/after-hours supportParticipate in incident trend analysis and continuous improvement initiativesComply with physical access, coordination, and equipment replacement procedures as requiredQualificationsBasic Qualifications:High school diploma and 3+ years of IT Service Desk experience.U.S. Citizenship required; must have an active Secret clearance.Familiarity with ITIL framework and incident management best practices.Proficiency in using service management and ticketing systems (e.g., ServiceNow, Remedy).Strong communication, problem-solving, and customer service skills.Ability to work on-site during core hours and participate in on-call rotation for after-hours support.Experience supporting Windows OS, networked devices, printers, and user account management.SCA / Union / Intern Rate or RangeDetailsTarget 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: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.Senioriry levelNot ApplicableEmployment typeFull-timeJob functionInformation TechnologyIndustriesCivil EngineeringReferrals increase your chances of interviewing at Peraton by 2xGet notified about new Service Desk Specialist jobs in Washington, DC.Washington, DC $65,000.00-$80,000.00 1 month agoColumbia, MD $42,000.00-$56,000.00 2 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoHelp Desk Specialist II (HDS II) (TS, w/ SCI eligibility)Washington, DC $55,000.00-$65,000.00 2 days agoIT Service Desk Specialist - SECRET clearance requiredWashington, DC $65,000.00-$80,000.00 3 months agoIT Service Desk Specialist - SECRET clearance requiredWashington, DC $70,000.00-$85,000.00 3 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoWashington, DC $80,000.00-$100,000.00 2 weeks agoIT Service Desk Specialist - TOP SECRET clearance requiredArlington, VA $49,000.00-$50,000.00 1 week agoWashington, DC $80,000.00-$100,000.00 2 weeks agoWashington, DC $58,000.00-$65,000.00 3 weeks agoWashington, DC $51,000.00-$82,000.00 3 weeks agoWe’re unlocking community knowledge in a new way. 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