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Technical Support Professional

2 months ago

Sterling Heights, Michigan, United States Peraton Full time

Job Summary

Peraton is seeking a skilled Technical Support Professional to join our team of qualified and diverse individuals. As a key member of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program for the Bureau of Consular Affairs (CA), you will play a critical role in providing IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

Responsibilities

  • Deliver exceptional customer satisfaction by resolving technical issues and meeting end-users' needs.
  • Provide remote troubleshooting support for application, desktop, network, and mobile device issues (incidents), and customer requests (e.g., password resets).
  • Make outbound service calls to customers.
  • Record all information accurately in the CRM ticketing tool.
  • Resolve issues using the Knowledgebase.
  • Escalate tickets promptly to appropriate support teams by assigning proper ticket priority and verifying customer information.
  • Work in one or multiple work queues over various customer contact channels.
  • Collaborate with Customer Support team colleagues and other members of the CAEIO team.
  • Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.

Core Work Schedule

The Technical Support Professional will work a third shift schedule: 11:00 PM - 7:30 AM ET, Sunday - Friday.

Qualifications

  • U.S. citizenship and an active SECRET Government Security Clearance.
  • Strong writing and verbal communication skills.
  • At least one year of experience working with ServiceNow CRM or similar and/or ticket/incident logging systems.
  • At least one year of experience in a customer support position.
  • ITIL Certification v3 or v4.
  • Comp TIA A+ Certification.
  • Microsoft IT Support Certification or HDI SCR.
  • Experience supporting the Department of State IT environment.

Education and Experience Requirements

A high school diploma (or equivalent) and 4 years of experience; Associate degree and 2 years of experience; Bachelor's degree and 0 years of experience.