Desktop Support Lead

Peraton • San Antonio, TX

4d

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 diagnoses problems, guides users through solutions, resolves support requests, and escalates issues when needed. It also supports users with information and training on available databases, conducts technical research, maintains network diagrams and circuit records, and instructs users in PC and network use. The position works with network services, software engineering, and application development teams to restore services and address 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 service delivery methodology innovation.
• 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 on first- and second-tier technical support issues.
• Use automated information systems to analyze routine situations.
• Review, sort, code, and potentially prioritize incoming computer-generated and verbal requests.
• Resolve problems or contact more senior technical support as necessary.
• Fulfill user requests for information and training on available databases.
• Conduct technical research to identify information needed for ongoing programs and proposal efforts.
• Maintain network diagrams and circuit records.
• Instruct users in the use of PCs and networks.
• Perform basic PC, PBX, and network software programming as needed.
• Coordinate with network services, software engineering, and application development teams 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED