Help Desk Engineer

Peraton•Annapolis Junction, MD

About The Position

Peraton is seeking a Help Desk lead to support a suite of web-based data management applications used by intelligence community data custodians. These applications automate information capture and approvals for compliant data movement, reuse, and integration with downstream tools. The role provides customer support for data management products, including user access management, change requests, and real-time troubleshooting. The Help Desk lead collaborates with system and software engineers and external application teams to resolve issues, manages Jira tickets through their full lifecycle, maintains documentation in Confluence, coordinates deployments and security updates, participates in customer and internal meetings, and reports operational metrics. This position requires an active TS/SCI clearance with current polygraph, a bachelor’s degree in a technical discipline (or an approved experience substitution), and 14 years of experience planning and leading Systems Engineering efforts. The stated target salary range is $146,000–$234,000.

Requirements

Active TS/SCI clearance with current polygraph.
Fourteen years of experience in planning and leading Systems Engineering efforts.
Bachelor’s degree in a technical discipline from an accredited college or university; five additional years of systems engineering experience may be substituted for the degree.
Strong verbal and written communication skills, including the ability to convey complex concepts effectively to customers and end users.
Ability to provide day-to-day IT operations, monitoring, and troubleshooting across client devices and deliver Tier 1 and Tier 2 support.
Experience with Jira and Confluence.

Nice To Haves

Demonstrated ability to operate as a self-starter.

Responsibilities

Manage project help desk Jira tickets submitted by customers seeking product support.
Provide support for data management tools, including user access management, change requests, and real-time technical troubleshooting.
Collaborate with system engineers, software engineers, and external application teams to drive timely issue resolution.
Document reported issues and change requests in Jira across multiple network platforms.
Create, update, and maintain internal and customer-facing documentation in Confluence.
Manage the full lifecycle of Jira tickets, including prioritization, assignment, tracking, follow-up, and closure.
Coordinate software deployments, system upgrades, and security patches.
Participate in internal and customer meetings to provide updates, gather requirements, and align priorities.
Generate and deliver weekly and monthly performance, incident, and operational metrics.
Provide Tier 1 help desk and Tier 2 escalation support for problem identification, diagnosis, and resolution.
Monitor and troubleshoot IT systems and client devices, escalate issues when appropriate, and communicate status to agency management and internal customers.

Benefits

Heavily subsidized employee benefits coverage for employees and dependents.
25 days of PTO accrued annually, up to a generous PTO cap.
Eligibility to participate in a bonus plan.
Medical, dental, and vision coverage.
Life insurance.
Health savings account.
Short- and long-term disability coverage.
Employee assistance program (EAP).
Parental leave.
401(k).
Paid time off 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.