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Technical Support Specialist

2 months ago

Colorado Springs, Colorado, United States Peraton Full time
Position Overview:

We are seeking skilled Service Desk Engineers to provide essential support for our operations. This role is critical in ensuring the smooth functioning of technical services across various locations.

Key Responsibilities:
  • Manage and resolve escalated incident tickets efficiently.
  • Create and track incident tickets, ensuring proper routing to relevant teams.
  • Conduct thorough troubleshooting and resolution management for technical issues.
  • Identify recurring problems and initiate root cause analysis.
  • Collaborate with subject matter experts for advanced troubleshooting.
  • Support proactive Problem Management and assist with Change/Asset Management as needed.
  • Engage with various customer personnel to jointly address technical challenges.
  • Facilitate pre-system acceptance testing scenarios.

Support Scope:
The role involves supporting a user base that includes network and end-user devices. The focus is on maintaining stability through advanced troubleshooting, timely incident resolution, and proactive maintenance to ensure maximum availability and optimal Mean Time to Repair.

Customer Engagement:
Providing exceptional customer experience is paramount. Service Desk Engineers may also be responsible for training customers to enhance their understanding of services.

Qualifications:
  • High School diploma with additional training preferred.
  • Minimum of 3 years of relevant experience.
  • Active CompTIA Sec+ certification.
  • Current DoD Secret Clearance.
  • Experience with Service Desk tools (Remedy or SNOW) for at least 2 years.
  • Proven ability to provide customer support and troubleshoot complex environments.
  • Familiarity with Windows OS for 2+ years.

Company Overview:
Peraton is a leading national security company dedicated to addressing significant missions worldwide. As a trusted integrator of mission capabilities and transformative IT solutions, we are committed to safeguarding our nation and allies. Our operations span various domains, including land, sea, air, space, and cyberspace, supporting essential government agencies and the U.S. armed forces. We tackle the most challenging issues faced by our customers with innovative solutions.