Customer Support Specialist (Technical)

Peraton•Sterling, VA

3d•Hybrid

About The Position

Peraton is seeking a Customer Support Specialist (CSS) to join our team of qualified and diverse professionals supporting the Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. The CAEIO Program provides global IT Operations and Maintenance services supporting the modernization, availability, reliability, and security of legacy networks, applications, databases, and enterprise services supporting Consular Affairs operations. The CSS is a member of the Service Desk team supporting the CA Service Center. The Service Desk serves as the central point of coordination for IT service events affecting the CA IT infrastructure and user community. The CSS provides technical support and service management functions across the enterprise, requiring the ability to independently assess user-reported issues, analyze available information, determine appropriate resolution or escalation paths, and coordinate with technical support organizations to restore services and fulfill customer requirements. The CSS is expected to apply established IT service management practices, technical knowledge, and independent judgment to resolve incidents and requests, maintain service quality, identify recurring issues, and contribute to continuous improvement of Service Desk operations. The position interacts regularly with CAEIO technical teams, DOS leadership, customers, and other stakeholders to support effective service delivery and compliance with established service-level objectives.

Requirements

Bachelor's degree and 2 years of experience or a Associates degree and 4 years of experience or a High school diploma/equivalent and 6 years of experience.
U.S. citizenship and an active SECRET Government Security Clearance.
1 to 3 years of help desk/service desk experience.
Demonstrated experience troubleshooting enterprise hardware, software, operating systems, applications, network connectivity, or mobile technologies.
Demonstrated experience using an enterprise IT service management or ticketing platform such as ServiceNow, Remedy, or a comparable system.
Demonstrated ability to independently assess technical issues, determine appropriate troubleshooting or escalation paths, and effectively communicate technical information to customers and technical support organizations.
Experience applying IT service management practices, including Incident Management, Request Fulfillment, escalation, service restoration, and knowledge management.
Ability to manage multiple priorities, maintain ownership of assigned work, and meet established service-level and operational requirements.
Strong written and verbal communication skills, including the ability to communicate effectively with technical and non-technical audiences.
Demonstrated ability to work independently and collaboratively in a fast-paced enterprise IT environment.
Strong analytical, problem-solving, organizational, and customer service skills.

Nice To Haves

3+ years of progressively responsible experience in IT Service Desk, IT Service Management, technical support, enterprise IT operations, or a related discipline.
CompTIA A+ certification.
ITIL v3 or ITIL v4 Foundation certification.
Microsoft IT Support or other Microsoft technical certification.
HDI Support Center Representative (HDI-SCR) or equivalent certification.
Experience with ServiceNow IT Service Management (ITSM), Remedy, or comparable enterprise service management platforms.
Experience supporting Department of State IT environments.
Experience supporting large-scale federal government enterprise IT environments.
Experience analyzing incident trends, service-level performance, ticket aging, or other operational metrics.
Experience contributing to Knowledge Management, Continual Service Improvement, Problem Management, or other ITIL service management processes.
Experience supporting geographically distributed or international user communities.

Responsibilities

Provide technical analysis and remote support for enterprise software, desktop computing, network connectivity, mobile devices, and related IT services through telephone, email, chat, and enterprise service management platforms.
Assess reported incidents and service requests, gather relevant technical and customer information, determine appropriate troubleshooting and resolution approaches, and implement or coordinate corrective actions within established procedures.
Diagnose and resolve common technical issues using documented procedures, knowledge management resources, technical documentation, and established IT service management practices.
Determine when incidents require escalation based on technical complexity, business impact, security considerations, service-level requirements, or available support capabilities, and coordinate escalation with appropriate technical organizations.
Maintain ownership of assigned incidents and service requests through resolution or appropriate escalation, ensuring customers receive timely updates and that required actions are documented.
Communicate directly with customers to clarify technical issues, gather diagnostic information, provide status updates, explain resolutions, and confirm successful restoration of service.
Analyze incident information and recurring issues to identify trends, knowledge gaps, or opportunities to improve service delivery and first-contact resolution.
Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles supporting Service Desk operations.
Contribute to the development and improvement of Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
Apply ITIL-based Incident Management and Request Fulfillment practices to assigned work while ensuring compliance with applicable government policies, procedures, security requirements, SLAs, and SLOs.
Monitor ServiceNow dashboards and operational queues to identify unassigned, aging, pending, or otherwise at-risk incidents and requests and take appropriate action to facilitate timely resolution.
Analyze ticket status, workload, aging, and service-level information to identify potential risks to customer service and escalate concerns to appropriate Service Desk leadership.
Participate in shift turnover activities by communicating significant incidents, unresolved issues, service impacts, operational concerns, and other information necessary to maintain continuity of service.
Prepare and communicate scheduled operational reports and shift deliverables, ensuring information is complete, accurate, and submitted within established requirements.
Coordinate with Service Desk colleagues, CAEIO technical teams, and other stakeholders to facilitate incident resolution, service restoration, and fulfillment of customer requests.
Maintain working knowledge of Service Desk processes, enterprise applications, support procedures, and operational responsibilities sufficient to provide effective technical support and provide backup coverage across Service Desk functions.
Identify opportunities to improve processes, procedures, knowledge resources, and customer support practices and provide recommendations to Service Desk leadership.
Support implementation of new or modified Service Desk processes, tools, technologies, policies, and procedures.
Exercise sound judgment when balancing customer requirements, technical considerations, service-level objectives, security requirements, and operational priorities.
Perform other IT service management and operational support activities consistent with the scope of the position.