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Advanced Technical Support Analyst

2 months ago

St Louis, Missouri, United States Peraton Full time
Position Overview

Peraton is in search of a Tier II Service Desk Analyst to contribute to our mission-driven team. The selected candidate will play a vital role in enhancing the Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, specifically supporting the U.S. Coast Guard (CG). This initiative focuses on modernizing and streamlining the operational framework to improve service delivery to CG's clientele.

Key Responsibilities:
  • Deliver advanced technical guidance on the installation, adaptation, configuration, or enhancement of company products and programs.
  • Engage in Tier II problem resolution via telephone, guiding users through troubleshooting steps to identify and classify issues.
  • Demonstrate extensive knowledge in computer hardware, software, and networking systems utilized at client locations.
  • Provide expert resolution for technical challenges, troubleshoot products, and tailor solutions to meet customer specifications.
  • Offer second-tier technical support for the installation and repair of intricate systems and outages.
  • Review system configurations to ensure successful service implementation.
  • Maintain system stability through advanced analytical methods, prompt incident resolution, and proactive maintenance to optimize availability and minimize downtime.
  • Collaborate with developers and engineers to mitigate recurring incidents.
  • Provide consultative support during off-hours as required.
  • Assist in the development of continuous improvement processes for support tools and troubleshooting methodologies.
  • Work alongside R&D in testing and refining product support techniques and tools.
  • Communicate relevant issues to appropriate internal stakeholders.
  • Evaluate the effectiveness of known solutions for reported problems and apply them as necessary.
  • Assess the severity and complexity of reported issues and escalate to the appropriate specialists when needed.
  • Organize troubleshooting workflows and prioritize support tasks.
  • Deliver training sessions to customers.
Qualifications:

Essential Qualifications:
  • High School Diploma with a minimum of 3 years of relevant experience.
  • U.S. Citizenship is required; must possess a Secret clearance or higher.
  • Experience in IT Support or as an IT Technician.
  • Proficient in using Remedy software (or similar tools) for tracking incidents and service requests throughout their lifecycle.
  • Demonstrated experience with technical standards, principles, and theories.
  • Ability to obtain Security+ certification within 6 months of employment.
  • Flexibility to work various shifts, including:
    • 6am-2:30pm CST
    • 2:30pm-10:30pm CST
    • 10:30pm-6:30am CST
About Peraton:

Peraton is a forward-thinking national security organization dedicated to addressing significant missions across the globe. As a leading integrator of mission capabilities and transformative IT solutions, we provide trusted and innovative technologies to safeguard our nation and its allies. Peraton operates at the intersection of traditional and emerging threats across all domains: land, sea, space, air, and cyberspace. We are a valued partner to essential government agencies and support every branch of the U.S. armed forces, tackling the most formidable challenges our customers face.