Client Support Analyst

1 week ago

Sterling Heights, Michigan, United States Peraton Full time
Position Overview

Peraton is in search of a Customer Support Specialist ("CSS") to contribute to our Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA). The CAEIO Program is dedicated to enhancing IT Operations and Maintenance to modernize the legacy systems, applications, and databases that support CA services on a global scale.

The CSS will play a vital role within the Service Desk team, which serves as the primary customer service hub for all service-related inquiries concerning the CA IT infrastructure. A key objective of the Service Desk is to deliver exceptional and professional customer service along with Tier I support to the internal user community of CA/CST. Team members will collaborate closely with CAEIO colleagues, DOS leadership, and various stakeholders to oversee Service Desk performance, manage incident intake processes, and ensure timely escalation of incidents.

The CSS will operate as a Tier 1 analyst during weekdays and will assume the role of both Tier 1 analyst and shift lead on weekends.

Key Responsibilities
  • Provide remote troubleshooting assistance for proprietary software, desktop, network, and mobile device issues, as well as customer requests through various support channels including phone, email, chat, and ticketing systems.
  • Initiate outbound service calls to customers for follow-ups, status updates, and information gathering.
  • Resolve issues by utilizing Knowledgebase articles and contribute to the creation of new articles by documenting solutions for new problems.
  • Adhere to all government policies, procedures, and timelines for ticket escalation and resolution to meet established SLAs/SLOs.
  • Participate in Shift Turnover meetings at the start and end of each shift, providing ticket data for review.
  • Monitor the phone system to ensure analysts are logged in and in the correct state throughout their shifts.
  • Evaluate ticket quality of analysts on duty and provide coaching as necessary to enhance performance.
  • Maintain communication with government customers and other support teams.
  • Disseminate updates regarding policy and SOP changes to team members.
  • Oversee the ticketing system dashboards to track pending assignments, impact assessments, responses to callers, and overdue tickets.
  • Prepare and send scheduled reports at the conclusion of each shift.
  • Familiarize oneself with all Service Desk roles and responsibilities to provide backup support to colleagues when needed.
  • Exhibit flexibility and a willingness to tackle challenges by performing additional tasks as required.
Work Schedule: First and weekend shifts: 7:00 PM ET - 3:30 PM ET (Flexible), Sunday - Thursday.

Qualifications

Basic Qualifications
  • U.S. citizenship and an active SECRET Government Security Clearance.
  • A minimum of two years of experience managing daily operations within a federal civilian agency ITIL help desk/service desk in a 24/7 environment.
  • ITIL Certification v3 or v4.
  • Ability to conduct coaching sessions effectively.
  • Strong written and verbal communication skills.
  • At least two years of experience with ServiceNow CRM or similar ticket/incident logging systems.
Desired Qualifications
  • Comp TIA A+ Certification
  • Microsoft IT Support Certification or HDI SCR
  • Experience in supporting the Department of State IT environment.
Education and Experience Requirements: High school diploma (or equivalent) and 6 years of experience; Associate degree and 4 years of experience; Bachelor's degree and 2 years of experience.

Company Overview

Peraton is a next-generation national security firm that drives missions of significance across the globe. As a leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to safeguard our nation and allies. Peraton operates at the critical intersection of 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. Our employees tackle the most challenging issues facing our customers every day.

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