Help Desk Representative

Peraton•Fort Huachuca, AZ

6d•Onsite

About The Position

Peraton is looking for a Help Desk Representative to help our Federal Customer onsite at Fort Huachuca, AZ. This person will answer incoming calls from Customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information of a non-technical nature.

Requirements

HS diploma +2 years of customer service, inside sales and/or help desk experience
Active DoD Secret clearance

Responsibilities

First point of contact for Tier 2 requests that are escalated to the Global Cyber Center
Ensure continuous 24/7 shift coverage to support the GCC mission, which entails working on weekends, holidays, and after hours.
Responsible for handling customer interactions to provide support (inbound/outbound calls, chats, email and internal ticketing escalations)
Create, modify and escalate incidents/tickets, translating user requests into logical format for use by analysts in troubleshooting
Route tickets in accordance with documented procedures
Perform quality assurance follow-up with customers/end users
Comply with documented processes and procedures
Monitor group mailboxes and prioritize emails by order of importance
Maintain the shift log and ensure accurate, thorough and clear communication from shift to shift
Provide reporting (as needed)
Maintain a professional demeanor with our military, civilian and contractor customers