Service Desk Specialist

2 weeks ago

St Louis, Missouri, United States Peraton Full time
Job Summary

Peraton is seeking a skilled Service Desk Analyst to provide advanced technical support and guidance to our customers. This role is part of our Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, supporting the US Coast Guard (CG).

Key Responsibilities

  • Provide expert technical advice and guidance on installation, configuration, and enhancement of technical products and programs.
  • Perform Tier II problem resolution on the telephone, troubleshooting products and modifying them to customer requirements.
  • Offer expertise for the resolution of technical problems, troubleshoot products, and provide expert and second-tier technical support for the installation and repair of complex systems and outages.
  • Review system configurations to ensure successful implementation of services into production.
  • Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance.
  • Partner with developers and engineers to reduce reoccurring incidents.
  • Provide consultative assistance during off-hours as needed.
  • Assist in developing continuous process improvement for support tools and troubleshooting techniques.
  • Collaborate with R&D in the testing and optimization of product support techniques and tools.
  • Communicate issues to internal personnel.
  • Determine the effectiveness of known solutions for reported problems and apply them as required.
  • Determine severity and complexity of reported issues and escalate to the appropriate specialist.
  • Determine the troubleshooting workflow and organize support priorities.
  • Provide training to customers.


Qualifications

  • High School Diploma and a minimum of 5 years of experience.
  • U.S. Citizenship required; must have a minimum of a Secret clearance or higher.
  • Experience as an IT Technician or IT Support.
  • Experience using Remedy software (or similar tool) to track incidents and service requests through the full lifecycle.
  • Experienced with frequent use and application of technical standards, principles, and theories.
  • 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


About Peraton

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. Peraton operates at the critical nexus between traditional and non-traditional 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. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.

Target Salary Range

$39,000 - $62,000. This represents the typical salary range for this position based on experience and other factors.

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