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IT Service Desk Technician II

1 month ago

Irvine, California, United States Peraton Full time
Job Title: IT Service Desk Technician II

Peraton is seeking a skilled IT Service Desk Technician II to join our team of qualified professionals.

Job Summary:

The IT Service Desk Technician II will provide technical support and assistance to customers, resolving complex technical issues and providing expert-level troubleshooting and problem-solving skills.

Responsibilities:
  • Provide Tier II technical support and assistance to customers, resolving complex technical issues and providing expert-level troubleshooting and problem-solving skills.
  • Perform advanced technical troubleshooting and problem-solving, using advanced analytical techniques and tools to identify and resolve complex technical issues.
  • Provide expert-level technical support and assistance to customers, including installation and repair of complex systems and outages.
  • Document all reported issues and resolutions into a ticketing system (ServiceNow).
  • Assist in developing continuous process improvement for support tools, troubleshooting techniques, and other areas of technical support.
  • Escalate complex issues to senior technical staff or management as necessary.
  • Track and monitor the status of all open tickets to ensure timely resolution and client satisfaction.
  • Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
  • Provide training and support to end-users on new applications, hardware, or software as needed.
  • Provide excellent customer service to users by understanding their needs and responding promptly to their requests or incidents.
Requirements:
  • High School graduate and 3 years of experience.
  • Must be a U.S. Citizen and pass a Polygraph test.
  • Experience in a IT technical support role.
  • Excellent communication skills, both verbal and written.
  • Technical proficiency in common software and hardware technologies.
  • Ability to work under pressure and meet strict deadlines.
  • Experience with MS Office applications, OneDrive, VPN (Global protect etc.), Active Directory, ServiceNow.
  • Experience supporting VMware, vCenter, Intune, Azure.
Preferred Qualifications:
  • ITIL V2, V3 and V4 a plus.
  • A+ or other certifications are a plus.
  • Bachelor Degree in IT field.
About Peraton:

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 https://www.peraton.com/ to learn how we're keeping people around the world safe and secure.

Target Salary Range: $51,000 - $82,000.