Customer Technical Specialist

Peraton•Denver, CO

2d•Onsite

About The Position

Peraton is hiring Customer Technical Specialists to support the Department of Homeland Security (DHS) and Transportation Security Administration (TSA) at airports across the United States. The role provides IT operational and project support to the Federal Security Director, staff, and screening workforce. It delivers professional, high-quality services and support for technologies used at airports and off-site locations, while providing technical guidance for information systems operations and helping maintain contracted service level agreements. The position requires on-site work in Denver, Colorado, and travel of up to 25%.

Requirements

Bachelor’s degree and 0 years of experience, or Associate’s degree and 2 years of experience, or high school diploma/equivalent and 4 years of experience.
U.S. citizenship.
Ability to obtain and maintain a DHS Entrance on Duty (EOD) clearance.
Experience with desk-side IT support.
Experience supporting a variety of IT technologies, including laptops and mobile devices.
Willingness to travel up to 25%.
Ability to work on-site in Denver, Colorado.
Ability to spend more than four hours per day on foot, often walking long distances in airport and office environments.
Ability to lift 40–50 pounds and push or pull carts to transport equipment.
Ability to kneel, bend, and reach under desks to connect or repair cabling and connect patch cables between patch panels and network switches.
Ability to perform physical activities that may include climbing ladders, stooping, crouching, reaching, walking, pushing, pulling, lifting, grasping, and using hand tools.
Close visual acuity to perform tasks such as viewing a computer terminal.
Ability to work near hazards including moving mechanical parts, moving vehicles, and electrical current.

Nice To Haves

Relevant DHS-focused experience.
A+ certification.
Network+ certification.
Cisco and Microsoft certifications.
Ability to install Cisco switches and complex fiber backbone interconnectivity.
Knowledge and experience connecting, patching, and repairing Cat6 and fiber infrastructure.
Ability to communicate professionally with senior executive government staff.

Responsibilities

Provide hands-on support for IT and network systems, including Cisco switches, fiber backbones, network infrastructure, computers, mobile devices, printers, scanners, peripherals, communications equipment, duress alarms, and eTAS clocks.
Troubleshoot and resolve hardware, software, and network issues remotely and in person.
Install and configure end-user devices, including laptops, mobile devices, VTC units, and peripherals.
Support infrastructure components such as fiber backbones, patch panels, and network interconnectivity.
Log and manage updates in a ticketing system and maintain accurate asset and configuration records.
Conduct IT inventory audits, update cabinet documentation, and keep equipment records current.
Recommend technology and process improvements to enhance service delivery and customer experience.
Provide professional technical assistance, including direct support to senior government personnel.
Support end-user hardware and software, network infrastructure, VoIP, audiovisual display systems, and analog and wireless technologies.
Schedule and coordinate desk-side support for software installation and hardware or software break/fix activities.
Investigate and resolve connectivity issues involving end users, site infrastructure, and STIP IT equipment.
Direct and monitor information systems operations, make recommendations, and support Operations and Maintenance project activities while meeting service level agreements.