Customer Support Specialist (Technical)

Peraton • Sterling, VA

6d • Hybrid

About The Position

Peraton is seeking a Customer Support Specialist (CSS) to support the Department of State Bureau of Diplomatic Technology Consular Affairs Enterprise Infrastructure Operations Program. The program provides global IT operations and maintenance services supporting the modernization, availability, reliability, and security of systems and services used by Consular Affairs. The CSS is part of the Service Desk team supporting the CA Service Center, which coordinates IT service events affecting the CA IT infrastructure and user community.

The CSS provides technical support and service management across the enterprise. The role involves independently assessing user-reported issues, analyzing available information, determining resolutions or escalation paths, and coordinating with technical teams to restore services and fulfill customer needs. The position applies established IT service management practices and technical knowledge, maintains service quality, identifies recurring issues, and contributes to continuous improvement. It regularly interacts with CAEIO technical teams, Department of State leadership, customers, and other stakeholders.

The schedule requires flexibility to work first, second, or third shift. The work location is 44873 Falcon Place, Suite 150, Sterling, Virginia 20166. New hires complete a 12-week training program, Monday through Friday, 7:00 AM to 3:30 PM, in Sterling. After training, the assigned shift is worked in Sterling at least four days per week; with manager approval, the employee may work remotely on the fifth scheduled workday. Onsite requirements may change due to government or program needs, including surge support.

Requirements

• Bachelor's degree and 2 years of experience, an associate 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 or 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.
• Ability to independently assess technical issues, determine troubleshooting or escalation paths, and communicate technical information effectively 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 service-level and operational requirements.
• Strong written and verbal communication skills, including communicating with technical and non-technical audiences.
• 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

• 2 or more 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 another 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 incidents and service requests, gather technical and customer information, select troubleshooting approaches, and implement or coordinate corrective actions.
• Diagnose and resolve common technical issues using documented procedures, knowledge resources, technical documentation, and IT service management practices.
• Determine when incidents require escalation based on complexity, business impact, security, service-level requirements, or available support capabilities, and coordinate with appropriate technical organizations.
• Maintain ownership of assigned incidents and requests through resolution or escalation, documenting required actions and providing timely customer updates.
• Communicate with customers to clarify issues, gather diagnostic information, provide status updates, explain resolutions, and confirm service restoration.
• Analyze incident information and recurring issues to identify trends, knowledge gaps, and opportunities to improve service delivery and first-contact resolution.
• Create and maintain accurate technical documentation, incident records, troubleshooting information, and knowledge articles.
• Contribute to Knowledge Base content by documenting effective troubleshooting techniques, solutions, workarounds, and lessons learned.
• Apply ITIL-based Incident Management and Request Fulfillment practices while complying with government policies, procedures, security requirements, SLAs, and SLOs.
• Monitor ServiceNow dashboards and operational queues for unassigned, aging, pending, or at-risk incidents and requests, and take action to facilitate timely resolution.
• Analyze ticket status, workload, aging, and service-level information; identify customer-service risks and escalate concerns to Service Desk leadership.
• Participate in shift turnover by communicating significant incidents, unresolved issues, service impacts, operational concerns, and other continuity information.
• Prepare and communicate scheduled operational reports and shift deliverables accurately and on time.
• Coordinate with Service Desk colleagues, CAEIO technical teams, and stakeholders to resolve incidents, restore services, and fulfill customer requests.
• Maintain working knowledge of Service Desk processes, enterprise applications, support procedures, and operational responsibilities, and provide backup coverage across Service Desk functions.
• Identify and recommend improvements to processes, procedures, knowledge resources, and customer support practices.
• Support implementation of new or modified Service Desk processes, tools, technologies, policies, and procedures.
• Use sound judgment to balance customer requirements, technical considerations, service-level objectives, security requirements, and operational priorities.
• Perform other IT service management and operational support activities within the scope of the position.

Benefits

• Medical benefits
• Dental benefits
• Vision benefits
• Life insurance
• Health savings account
• Short- and long-term disability
• Employee Assistance Program (EAP)
• Parental leave
• 401(k)
• Paid time off for vacation
• Company-paid holidays
• Potential eligibility for overtime, shift differential, and a discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level