• Provide on-site troubleshooting support for desktop hardware, software, and network connectivity. Backup support for clinical applications (as needed).
• Deliver “white glove” service to client identified VIP’s.
• Install, monitor, troubleshoot, replace, and support, end user equipment (workstations, printers, multi-function devices, mobile devices, telecom, scanners, etc.), network connectivity, Active Directory (AD), and other third-party software.
• Resolve Call Center tickets and provide desk-side support to the rest of the client's customers.
• Use the help desk ticketing system (i.e., ServiceNow) to accurately log, triage, assign, and update tickets per established procedures.
• Perform regular checks of assigned tickets and ticket queues per process standard.
• Efficiently and accurately resolve or escalate all assigned tickets.
• Provide accurate, timely, and professional follow up and resolution on all supported issues.
• Raise awareness of Priority issues as they occur; ensure that process is followed.
• Research difficult issues, identify and document resolutions as necessary.
• Identify and prepare procedures/articles for knowledge base.
• Coordinate the logistics of and conduct the movement of assets and equipment.
• Work special projects as required.
• Foster team spirit and a team-oriented attitude.
• Maintain dependable attendance and schedule adherence.

Education and Required qualifications:

• BS 2-4 Years, MS 0-2 or HS 6-8
• Experience in a customer service or help desk role.
• Minimum of 2 years’ experience supporting Windows workstations/laptops in a technical or help desk role.
• Adept at troubleshooting Windows workstations/ laptops and network connectivity.
• Proficient in the Microsoft Windows Operating System, Microsoft Office, and use of the internet.
• Knowledge of TCP/IP principles for interconnection of network devices.
• Understanding of Windows file and folder permissions, mapping of drives to shared folders on the network, security group types in Windows AD, fundamentals of user authentication in AD.
• Strong customer service and communications skills.
• Robust critical thinking skills that facilitate expedient problem solving.
• Demonstrated teamwork skills.
• Must be able to work independently with limited supervision.
• Previous executive level/ VIP support (preferred).
• DoD 8570 IAT Level II certification (e.g., Security + CE) within 60 days of hire.
• Active DoD SECRET (or equivalent).
• Work on-site due to classified system requirements.

At Peraton, our benefits are designed to help keep you at your best beyond the work you do with us daily. We’re fully committed to the growth of our employees. From fully comprehensive medical plans to tuition reimbursement, tuition assistance, and fertility treatment, we are there to support you all the way.

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