Customer Support Specialist (Technical)

Peraton•Sterling, VA

2d•Hybrid

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. The CAEIO program provides IT Operations and Maintenance to modernize legacy networks, applications, and databases supporting consular applications and services globally. The CSS will be a member of the Service Desk team, which is the first and central customer service point for all service events related to the CA IT infrastructure environment. The primary objective of the Service Desk is to provide superior and professional customer service and Tier I support to the CA/CST internal user community. Service Desk team members collaborate with CAEIO colleagues, DOS leadership, and other stakeholders to monitor shift performance, oversee incident intake processing, and ensure timely incident escalation. The role involves a 12-week New Hire Training Program held Monday through Friday from 7:00 AM to 3:30 PM in Sterling, VA. After training, the individual will work an assigned second shift (approximately 3:00 PM – 11:30 PM, Monday-Friday) in Sterling four days per week, with the possibility of working remotely on the other day(s) with manager approval. The onsite requirement is subject to change based on government/program needs.

Requirements

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.
High school diploma (or equivalent) and 6 years of experience; Bachelor's degree and 2 years of experience or an Associate's degree and 4 years of experience.

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 (for example, password resets) via multiple support channels (phone, email, chat, and ticket queue).
Make outbound service calls to customers (returning voicemails, providing status updates/follow-up, gathering more information).
Resolve issues using Knowledgebase articles. Contribute to new Knowledgebase articles by providing documentation for new solutions to issues.
Comply with all government policies, procedures, and timelines for ticket escalation and resolution to ensure the program meets SLAs/SLOs.
Attend Shift Turnover meetings at the beginning and end of each shift, providing ticket data for the end-of-shift meeting.
Maintain communication with the government customer and other support team members.
Disseminate policy and SOP changes to shift team members.
Monitor the ticketing system (ServiceNow) dashboards to track tickets pending assignment, impact assessment, a response back to the caller, and aged tickets pending 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 when necessary.
Demonstrate flexibility and eagerness to take on challenges by performing tasks not listed above.