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Service Desk Operations Specialist
2 months ago
We are seeking a highly skilled Service Desk Analyst to join our team at Peraton. As a key member of our Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, you will be responsible for providing advanced technical support and guidance to our customers.
Key Responsibilities- Provide expert technical advice and guidance on the installation, adaptation, configuration, and enhancement of our technical products and programs.
- Perform Tier II problem resolution on the telephone with users, walking them through a series of steps to determine the problem and classify its level, priority, and nature.
- Utilize in-depth skills and knowledge of computer hardware and software, as well as networking systems, to troubleshoot and resolve technical issues.
- Collaborate with developers and engineers to reduce recurring incidents and improve overall system stability.
- Participate in the development of continuous process improvement for support tools and troubleshooting techniques.
- Communicate effectively with internal personnel to address issues at specific accounts.
- Determine the effectiveness of known solutions for reported problems and apply them as required.
- Evaluate the severity and complexity of reported issues and escalate them to the appropriate specialist when necessary.
- Develop and implement effective troubleshooting workflows and prioritize support tasks.
- Provide training to customers on technical products and services.
- High School Diploma and a minimum of 5 years of experience in a large data center environment.
- U.S. Citizenship required; must have a minimum of a Secret clearance or higher.
- 3+ years of professional experience in a large data center environment.
- Experience using Remedy software (or similar tool) to track incidents and service requests through the full lifecycle.
- Ability to obtain Security+ certification within 6 months of hire.
- Ability to work shift work and flexibility to work any of the following shifts:
- 6am-2:30pm CST
- 2:30pm-10:30pm CST
- 10:30pm-6:30am CST
Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies.
