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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 in providing exceptional technical support within the Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program. This role is integral to enhancing the operational framework that supports our clients effectively.

Key Responsibilities:
  • Deliver advanced technical guidance on the installation, configuration, and enhancement of company products and services.
  • Engage in Tier II problem resolution via telephone, assisting users through systematic troubleshooting to identify and classify issues.
  • Utilize extensive knowledge of computer hardware, software, and networking systems to address customer inquiries.
  • Provide expert support for the resolution of complex technical challenges and system outages.
  • Review system configurations to ensure successful service implementation.
  • Maintain system reliability through analytical techniques and proactive incident management.
  • Collaborate with development teams to minimize recurring issues.
  • Offer consultative support during off-hours as required.
  • Contribute to the enhancement of support tools and troubleshooting methodologies.
  • Assist in the testing and optimization of product support strategies.
  • Communicate effectively with internal teams regarding account-specific issues.
  • Evaluate known solutions for reported problems and apply them as necessary.
  • Assess the severity and complexity of issues, escalating to specialists when needed.
  • Organize troubleshooting workflows and prioritize support tasks.
  • Provide training and guidance to customers as needed.
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.
  • Proven experience in IT support or as an IT technician.
  • Familiarity with incident tracking software such as Remedy.
  • Demonstrated application of technical standards and principles.
  • 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 leading national security company dedicated to driving significant missions across various domains. As a premier mission capability integrator and IT provider, we deliver trusted solutions to safeguard our nation and allies. Our operations span traditional and nontraditional threats, serving as a vital partner to government agencies and supporting all branches of the U.S. armed forces. Our team is committed to addressing the most challenging issues faced by our clients.