IT Service Desk Technician II
4 weeks ago
Job Title: IT Service Desk Technician II
Job Summary:
We are seeking a highly skilled IT Service Desk Technician II to join our team at Peraton. As a key member of our technical support team, you will be responsible for providing expert-level technical support to our customers, resolving complex technical issues, and ensuring the highest level of customer satisfaction.
Responsibilities:
- Provide Tier II technical support to customers via phone, email, or chat, resolving complex technical issues and escalating as necessary.
- Utilize advanced analytical techniques to troubleshoot and resolve technical issues, maintaining system stability and ensuring optimal Mean Time To Repair.
- Document all reported issues and resolutions into a ticketing system, ensuring accurate and timely reporting.
- Collaborate with senior technical staff and management to develop and implement continuous process improvements for support tools and troubleshooting techniques.
- Provide training and support to end-users on new applications, hardware, or software as needed, ensuring seamless adoption and integration.
- Provide excellent customer service, understanding customer needs and responding promptly to requests or incidents.
Qualifications:
- High School graduate and 3 years of experience in a technical support role.
- Excellent communication skills, both verbal and written.
- Technical proficiency in common software and hardware technologies, including MS Office applications, OneDrive, VPN, Active Directory, and ServiceNow.
- Ability to work under pressure and meet strict deadlines, with a strong focus on customer satisfaction.
Benefits:
Peraton offers a comprehensive benefits package, including fully comprehensive medical plans, tuition reimbursement, tuition assistance, and fertility treatment, to support the growth and well-being of our employees.
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