Customer Support Specialist (Technical)

Peraton•Sterling, VA

5d•Onsite

About The Position

Peraton is seeking a Customer Support Specialist (CSS) to join their team on the Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) program. This program focuses on IT Operations and Maintenance to modernize networks, applications, and databases supporting consular services globally. The CSS will be part of the Service Desk team, acting as the first and central customer service point for the CA IT infrastructure environment. The primary objective is to provide superior and professional customer service and Tier I support to the CA/CST internal user community. Team members collaborate with CAEIO colleagues, DOS leadership, and stakeholders to monitor Service Desk performance, oversee incident intake, and ensure timely incident escalation.

Requirements

Bachelor's degree and 2 years of experience OR an Associate's degree and 4 years of experience OR a High school diploma/equivalent and 6 years of experience
U.S. citizenship and active Secret Government Security Clearance.
1 to 3 years of help desk/service desk experience.
Ability to document ticketing information accurately with minimal errors and/or rework.
Ability to work independently, achieve productivity goals, and manage one’s time.
Strong written and verbal communication skills.
Attention to detail and a can-do attitude.
Must be able to work on site.

Nice To Haves

Comp TIA A+ Certification
ITILv3 or ITILv4 Foundation Certification
Microsoft IT Support Certification or HDI SCR
Experience using Remedy or ServiceNow CRM
Experience supporting the Department of State IT environment

Responsibilities

Provide remote troubleshooting support for proprietary software, desktop, network, and mobile device issues (incidents), and customer requests (e.g., password resets) via phone, email, chat, and ticket queue.
Make outbound service calls to customers for voicemails, status updates/follow-up, and information gathering.
Resolve issues using Knowledgebase articles.
Contribute to new Knowledgebase articles by documenting new solutions.
Comply with government policies, procedures, and timelines for ticket escalation and resolution to meet SLAs/SLOs.
Attend Shift Turnover meetings and provide ticket data.
Maintain communication with the government customer and other support team members.
Disseminate policy and SOP changes to shift team members.
Monitor ServiceNow dashboards to track tickets pending assignment, impact assessment, response, and updates.
Draft and send scheduled deliverables at the end of the shift.
Be familiar with all Service Desk roles and responsibilities to back up colleagues.
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.