Technical Support Specialist for Customer Solutions

2 weeks ago

Londonderry New Hampshire, United States Peraton Full time


Key Responsibilities:
Peraton is in search of a Technical Support Specialist for Customer Solutions to provide exceptional service to our clients. The successful candidate will offer support to our Department of Homeland Security (DHS) clientele at various locations.

Your role will involve delivering professional, high-quality assistance directly to end users, encompassing both remote and on-site support for new installations and troubleshooting incidents.

If you are an experienced Technical Support Specialist eager to contribute to vital missions and collaborate with a dedicated team, we welcome your interest.

Be part of a team committed to enhancing national security and public safety.

This position necessitates 100% on-site work.

Daily Responsibilities

Core Duties:


Accountable for supporting and diagnosing a range of technologies (including Cisco switches, fiber optics, network connectivity, desktops/laptops, tablets, local/network printers/scanners, peripherals, communication devices, and Transportation Security Equipment) while adhering to service level agreements.


Provides technical assistance for end-user devices, including hardware (laptops, desktops, printers, tablets, mobile devices) and peripherals, software (COTS, GOTS, Web), network infrastructure (routers, switches), Voice over Internet Protocol (VoIP), audiovisual systems, and alarm technologies.


Schedules and coordinates on-site support for software installations or hardware/software troubleshooting activities.

Sets up and configures new end-user equipment, including laptops, mobile devices, printers, and VoIP phones.

Documents all modifications in the ticketing system to maintain accurate asset and configuration records.

Investigates and resolves connectivity issues related to end-user equipment and site infrastructure.


Executes and maintains IT infrastructure inventory, conducting regular audits of all IT equipment and updating relevant documentation.

Recommends enhancements to customer service and IT processes, researching and proposing new technologies and methodologies.

Provides technical guidance for overseeing information systems operations.


Required Qualifications:
Basic

Essential Qualifications:


Bachelor's degree with no experience, an Associate's degree with 2 years of experience, or a high school diploma/equivalent with 4 years of relevant experience.

U.S. Citizenship is required, with the ability to obtain a DHS Entrance on Duty (EOD) clearance.

Experience in desk-side IT support and the ability to communicate professionally with senior government personnel.

Experience with a variety of IT technologies (Laptops, Mobile devices, etc.)


Must be able to spend over 4 hours per day on foot, walking long distances to support customer equipment.


Ability to kneel, bend, and reach under desks to connect or repair cabling, as well as connect patch cables from patch panels to network switches.

Ability to lift up to 40-50 pounds while installing IT equipment.

Ability to push/pull carts for transporting equipment.

Preferred

Desirable Qualifications:
Relevant experience focused on DHS operations

A+ Certification

Network+ Certification

Cisco & Microsoft Certifications

Proficiency in installing Cisco switches and complex fiber optic interconnectivity.

Knowledge and experience in connecting, patching, and repairing Cat6 and fiber infrastructure.

About Peraton:


Peraton is a next-generation national security company that drives missions of consequence across the globe.

As a leading mission capability integrator and transformative IT provider, we deliver trusted, highly differentiated solutions and technologies to safeguard our nation and allies.

Peraton operates at the critical intersection of 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 tackle the most daunting challenges facing our customers.

Target Salary Range:
$30,000 - $48,000. This represents the typical salary range for this position based on experience and other factors.

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