Customer Technical Specialist

Peraton•Grand Rapids, MI

5d•$30,000 - $48,000•Onsite

About The Position

Peraton is hiring Customer Technical Specialists to provide IT operational and project support to the Department of Homeland Security (DHS) and Transportation Security Administration (TSA) at airports. The role supports the Federal Security Director, staff, and screening workforce by delivering professional technical services and supporting a variety of technologies across airports and off-site locations. It includes providing technical guidance, directing and monitoring information systems operations, meeting contracted service level agreements, exercising judgment to maintain IT operations, and supporting Operations and Maintenance (O&M) project activities. The position requires on-site work in Grand Rapids, Michigan, with travel of up to 25% as needed. Specialists provide hands-on support for end-user devices, network infrastructure, communications equipment, and transportation security systems; troubleshoot issues remotely and in person; install and configure equipment; maintain ticket, asset, inventory, and configuration records; and recommend service and process improvements. The role includes supporting senior government personnel in high-profile environments.

Requirements

One of the following education and experience combinations: bachelor's degree and 0 years of experience; associate 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 supporting end-user IT hardware and software in a desk-side or field service environment.
Experience supporting a variety of IT technologies, including laptops and mobile devices.
Excellent communication skills and the ability to support senior-level government staff professionally.
Ability to work on-site in Grand Rapids, Michigan.
Willingness to travel up to 25% as needed.
Ability to spend 4 or more hours per day on foot, often walking long distances in airport and office environments.
Ability to lift 40–50 pounds when installing IT equipment 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, kneeling, 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

Prior experience supporting DHS or other federal agencies.
Industry certifications such as CompTIA A+, Network+, Cisco, or Microsoft credentials.
Familiarity with Cisco switch installations and complex fiber backbone configurations.
Working knowledge of Cat6 and fiber patching, installation, and repairs.

Responsibilities

Provide hands-on technical support for Cisco switches, fiber backbones, network infrastructure, end-user devices, peripherals, communications equipment, and transportation security systems.
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 fiber backbones, patch panels, and network interconnectivity to maintain secure and reliable communications.
Log and manage updates in a ticketing system and maintain accurate asset and configuration records.
Conduct routine IT inventory audits, update cabinet documentation, and keep equipment records current.
Partner with Peraton leadership to recommend technology and process improvements that enhance service delivery and customer experience.
Provide professional technical support to senior government personnel and other customers.
Provide support for end-user hardware and software, network infrastructure, VoIP, audiovisual display systems, analog technologies, and wireless technologies.
Schedule and coordinate customer desk-side support for software installations and hardware or software break-fix activities.
Investigate and resolve connectivity issues involving end users, site infrastructure, and STIP IT equipment.