Help Desk Engineer

Peraton•Annapolis Junction, MD

10d•$146,000 - $234,000

About The Position

Peraton is seeking a Help Desk lead to manage Jira support tickets for a suite of web-based Data Management applications used by intelligence community data custodians. The applications support compliant data movement, data reuse, and integration with downstream tools. The role provides user-access management, change-request support, and real-time troubleshooting, while coordinating with system engineers, software engineers, and external application teams to resolve issues. It also maintains ticket and documentation workflows, coordinates deployments and system maintenance, participates in customer and internal meetings, and reports operational metrics.

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, or five additional years of systems engineering experience in lieu of the degree.
Strong verbal and written communication skills, including the ability to convey complex concepts effectively to customers and end users.
Ability to operate as a self-starter.

Nice To Haves

Experience with Jira and Confluence.

Responsibilities

Manage Help Desk Jira tickets from customers requesting product support.
Support 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 on priorities.
Generate and deliver weekly and monthly performance, incident, and operational metrics.
Support IT systems through day-to-day operations, monitoring, and troubleshooting across client devices.
Provide Tier 1 Help Desk and Tier 2 escalation support, ensuring timely escalation and clear status communication to agency management and internal customers.