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Client Support Analyst

2 months ago

Sterling Heights, Michigan, United States Peraton Full time
Position Overview

Peraton is looking for a Customer Support Specialist ("CSS") to be part of our dedicated team within the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This program is essential for modernizing the IT infrastructure that supports global consular services.

The CSS will operate as a vital member of the Service Desk team, which serves as the primary customer service hub for all service-related inquiries concerning the CA IT environment. A key objective of the Service Desk is to deliver exceptional customer service and Tier I support to the internal user community.

Key Responsibilities
  • Deliver remote troubleshooting assistance for proprietary software, desktop, network, and mobile device issues, as well as customer requests through various support channels including phone, email, chat, and ticket queue.
  • Conduct outbound service calls to customers for follow-ups, status updates, and information gathering.
  • Utilize Knowledgebase articles to resolve issues and contribute to the creation of new articles by documenting solutions.
  • Adhere to all governmental policies and procedures for ticket escalation and resolution to meet established SLAs/SLOs.
  • Participate in Shift Turnover meetings to provide ticket data and insights.
  • Oversee the phone system to ensure analysts are logged in and active throughout their shifts.
  • Evaluate ticket quality of analysts on duty and provide coaching as necessary.
  • Maintain effective communication with government customers and other support teams.
  • Disseminate policy and standard operating procedure changes to team members.
  • Monitor the ticketing system dashboards to track pending tickets, response times, and updates.
  • Prepare and send scheduled reports at the end of each shift.
  • Familiarize oneself with all Service Desk roles to provide backup support when needed.
  • Exhibit flexibility and a willingness to tackle additional tasks as required.
Work Schedule
The CSS will work a flexible schedule, including weekends, with specific hours outlined for shifts.

Qualifications

Basic Qualifications
  • U.S. citizenship and an active SECRET Government Security Clearance.
  • A minimum of two years of experience in leading daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
  • ITIL Certification v3 or v4.
  • Proficient in conducting coaching sessions.
  • Strong written and verbal communication skills.
  • At least two years of experience with ServiceNow CRM or similar ticket/incident logging systems.
Desired Qualifications
  • Comp TIA A+ Certification.
  • Microsoft IT Support Certification or HDI SCR.
  • Experience in supporting the Department of State IT environment.
Education and Experience Requirements
High school diploma (or equivalent) with 6 years of experience; Associate degree with 4 years of experience; Bachelor's degree with 2 years of experience.

Company Overview

Peraton is a leading national security company that drives significant missions across the globe. As a premier mission capability integrator and transformative enterprise IT provider, we deliver trusted solutions and technologies to safeguard our nation and allies.