IT Service Desk Technician II

4 weeks ago


Irvine, California, United States Peraton Full time

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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