Customer Technical Support Representative 4 (SCA)

Peraton•San Antonio, TX

51d•$51,000 - $82,000

About The Position

Peraton is seeking a Customer Technical Support Representative (SCA). In this role the the candidate will perform the following but not limited too: Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services. Uses automated information systems to analyze routine situations. Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action. Resolves problems or contacts more senior technical support as necessary. Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available. Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts. Maintains network diagrams and circuit records. Instructs users in the use of PCs and networks. May perform basic PC, PBX, and network software programming. Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.

Requirements

Requires High School level plus some advanced training.
4-5 years of experience.
Must be U.S citizen
Ability to obtain Department of Defense security clearance (ADP II Public Trust)
IM/IT support experience (or related relevant experience).
Security+ Certified
Microsoft Certified IT Professional (MCP) preferred to start or must obtain within 90 to 120 days
Must have (or be able to obtain) ITIL 4 Foundations Certification
Proven project management skills in setting priorities to meet project deadlines
Proven knowledge of Service Desk support environments

Nice To Haves

Strong customer service and communications skills, both oral and written
Strong critical thinking skills that facilitate service delivery methodology innovation
Proven project management skills in setting priorities to meet project deadlines
Strong knowledge of Service Desk support environments
Strong analytical, presentation, and problem-solving skills
Experience mentoring personnel
Ability to establish a solid working relationship with customer, staff, managers and peers
Proven technical competency in the following areas:
Microsoft Office Products: Word, Excel, PowerPoint and Outlook
Microsoft Visio and Project
ServiceNow relevant experience
HDI certification preferred

Responsibilities

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services.
Uses automated information systems to analyze routine situations.
Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action.
Resolves problems or contacts more senior technical support as necessary.
Supports users by fulfilling individual requests for information and/or training in the utilization of the various databases available.
Conducts technical research for source of information required in support of request for information related to ongoing programs and proposal efforts.
Maintains network diagrams and circuit records.
Instructs users in the use of PCs and networks.
May perform basic PC, PBX, and network software programming.
Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.