Advanced Technical Support Analyst

1 week ago


St Louis, Missouri, United States Peraton Full time
Key Responsibilities

Peraton is looking for a Tier II Service Desk Analyst to contribute to our diverse team. The selected candidate will be involved in the Department of Homeland Security (DHS) Infrastructure Managed Services (IMS) Program, focusing on enhancing the operational framework to better serve our clients.

Daily Responsibilities:
  • Offer advanced technical guidance on the installation, configuration, and enhancement of company products and services.
  • Conduct Tier II troubleshooting via phone, guiding users through systematic steps to identify and classify issues.
  • Demonstrate extensive knowledge in computer hardware, software, and networking systems utilized at client locations.
  • Provide expert resolution for technical challenges, adapting products to meet client specifications.
  • Deliver second-tier technical support for complex system installations and outages.
  • Review system configurations to ensure effective service implementation.
  • Maintain system reliability through advanced analytical methods, prompt incident resolution, and proactive maintenance strategies.
  • Collaborate with developers and engineers to minimize recurring issues.
  • Offer consultative support during off-hours as required.
  • Assist in the continuous improvement of support tools and troubleshooting methodologies.
  • Work alongside R&D to test and optimize product support techniques.
  • Communicate relevant issues to appropriate internal stakeholders.
  • Evaluate the effectiveness of known solutions for reported problems and apply them as necessary.
  • Assess the severity and complexity of reported issues, escalating to specialists when needed.
  • Organize troubleshooting workflows and prioritize support tasks.
  • Provide training sessions for clients.
#USCGIMS

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.
  • Experience in IT Support or as an IT Technician.
  • Familiarity with Remedy software (or similar tools) for tracking incidents and service requests.
  • Proficient in applying technical standards, principles, and theories.
  • Ability to obtain Security+ certification within 6 months of employment.
  • Willingness to work flexible shifts, including:
    • 6am-2:30pm CST
    • 2:30pm-10:30pm CST
    • 10:30pm-6:30am CST
About Peraton

Peraton is a leading national security firm that addresses critical missions across various domains, providing trusted solutions and technologies to safeguard our nation and allies. We serve as a vital partner to government agencies and support all branches of the U.S. armed forces, tackling the most challenging issues faced by our clients.

Target Salary Range

$39,000 - $62,000, reflecting the typical salary range for this role based on experience and other factors.

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