Desktop Support Lead
About The Position
Peraton is seeking a Desktop Support Lead to provide Tier I and II technical support for software, hardware, and network issues. The role includes diagnosing problems, guiding users through solutions, resolving support issues or escalating them, and assisting users with information and training related to available databases. The Desktop Support Lead also conducts technical research, maintains network diagrams and circuit records, instructs users in PC and network use, and may perform basic PC, PBX, and network software programming. The position works with other technical teams to restore services and identify and correct underlying problems.
Requirements
- High school diploma and 5–6 years of experience.
- Must be a U.S. citizen.
- Ability to obtain a Department of Defense security clearance (ADP II Public Trust).
- IM/IT support experience or related relevant experience.
- CompTIA Security+ CE certificate.
- Proven project management skills, including setting priorities to meet project deadlines.
- Proven knowledge of Service Desk support environments.
Nice To Haves
- Strong customer service and oral and written communication skills.
- Strong critical-thinking skills that facilitate innovation in service delivery methodology.
- Strong knowledge of Service Desk support environments.
- Strong analytical, presentation, and problem-solving skills.
- Experience mentoring personnel.
- Ability to establish solid working relationships with customers, staff, managers, and peers.
- Technical competence with Microsoft Word, Excel, PowerPoint, and Outlook.
- Technical competence with Microsoft Visio and Project.
- Relevant ServiceNow experience.
- HDI certification preferred.
- Ability to obtain ITIL 4 Foundations Certification.
Responsibilities
- Provide Tier I and II technical software, hardware, and network problem resolution for clients.
- Diagnose problems and guide users through step-by-step solutions, or provide expertise to resolve first- and second-tier support issues.
- Use automated information systems to analyze routine situations.
- Review, sort, code, and potentially prioritize computer-generated and verbal requests for appropriate action.
- Resolve problems or contact more senior technical support as necessary.
- Fulfill individual user requests for information and training in the use of available databases.
- Conduct technical research to find information needed to support ongoing programs and proposal efforts.
- Maintain network diagrams and circuit records.
- Instruct users in the use of PCs and networks.
- May perform basic PC, PBX, and network software programming.
- Work with network services, software engineering, and applications development team members to restore services and identify and correct core problems.
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 (PTO) for vacation
- Company-paid holidays
- Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
