Customer Support Specialist (Technical)
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 is responsible for IT Operations and Maintenance, modernizing legacy networks, applications, and databases that support consular services globally. The CSS will be part of the Service Desk team within the CA Service Center, serving as the primary customer service point for all IT infrastructure-related service events. The role involves providing superior and professional customer service and Tier I support to the CA/CST internal user community, working closely with CAEIO colleagues, DOS leadership, and other stakeholders to monitor shift performance, oversee incident intake, and ensure timely incident escalation.
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 a Associates 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
