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Advanced Technical Support Analyst

2 months ago

St Louis, Missouri, United States Peraton Full time
Position Overview

Peraton is looking for a Tier II Service Desk Analyst to contribute to our mission of enhancing the operational environment for our clients. This role is essential in providing advanced technical support within our Infrastructure Managed Services (IMS) Program.

Key Responsibilities:
  • Deliver expert technical guidance on the installation, configuration, and enhancement of company products and services.
  • Conduct Tier II troubleshooting via phone, assisting users in diagnosing and resolving issues.
  • Utilize extensive knowledge of computer hardware, software, and networking systems to address customer needs.
  • Provide solutions for technical challenges, ensuring products meet customer specifications.
  • Support the installation and repair of complex systems, ensuring minimal downtime.
  • Review system configurations to guarantee successful service implementation.
  • Maintain system reliability through proactive maintenance and timely incident resolution.
  • Collaborate with development teams to mitigate recurring issues.
  • Offer consultative support during off-hours as required.
  • Assist in refining support tools and troubleshooting methodologies.
  • Engage with R&D to test and enhance product support techniques.
  • Communicate effectively with internal teams regarding account-specific issues.
  • Evaluate known solutions for reported problems and apply them as necessary.
  • Assess the severity of issues and escalate to specialists when appropriate.
  • Organize troubleshooting workflows and prioritize support tasks.
  • Provide training and support to customers as needed.
Qualifications:

Essential Qualifications:
  • High School Diploma with a minimum of 3 years of relevant experience.
  • U.S. Citizenship is required; must possess a Secret clearance or higher.
  • Experience in IT support or as an IT technician.
  • Familiarity with incident tracking software, such as Remedy.
  • Proficient in applying technical standards and principles.
  • Ability to obtain Security+ certification within 6 months of employment.
  • Willingness to work flexible shifts, including:
    • 6am-2:30pm CST
    • 2:30pm-10:30pm CST
    • 10:30pm-6:30am CST
About Peraton:

Peraton is a leading national security company committed to delivering innovative solutions and technologies to safeguard our nation and allies. We operate at the intersection of traditional and emerging threats across various domains, serving as a trusted partner to government agencies and supporting the U.S. armed forces. Our team is dedicated to tackling the most challenging issues faced by our clients, ensuring safety and security for all.