Service Desk Analyst

2 weeks ago


St Louis, Missouri, United States Peraton Full time
Job Title: Junior Service Desk Analyst

Peraton is seeking a skilled Junior Service Desk Analyst to join our team of dedicated professionals. As a key member of our Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, you will play a critical role in supporting the US Coast Guard (CG) by providing top-notch technical assistance and guidance.

Responsibilities:
  • Provide technical advice and guidance on the installation, adaptation, configuration, or enhancement of Company technical products and programs.
  • Perform Tier I 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.
  • Provide expertise for the resolution of technical problems, troubleshoot products, and modify products to customer requirements.
  • Review system and configurations to ensure successful implementation of services into production.
  • Partner with developers and engineers to reduce recurring incidents.
  • Provide consultative assistance during off-hours as needed.
  • Assist in developing continuous process improvement for support tools and troubleshooting techniques.
  • Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
  • Communicate to appropriate internal personnel of issues at a particular account.
  • Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
  • Determine the severity and complexity of a reported issue and, if necessary, escalate to the appropriate specialist.
  • Determine the troubleshooting workflow and organize support priorities.
Qualifications:
  • High School Diploma and a minimum of 1 year of experience.
  • U.S. Citizenship required; must have the ability to obtain a Secret clearance.
  • 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 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
Preferred Qualifications:
  • Security+ certification preferred.

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