Help Desk Technician Tier 2
About The Position
Join Peraton's mission-critical team supporting secure, real-time data delivery across complex operational environments in direct support of our nation's warfighters. If you are driven by national security and energized by cutting-edge C2ISR capabilities, sensor integration, and resilient data transport solutions, we invite you to join our team. We are seeking highly cleared professionals who excel at the intersection of advanced communications infrastructure, distributed systems, and mission assurance where reliability, security, and performance are paramount. Specifically, we are looking for a TS/SCI cleared Help Desk Technician Tier 2 - Journeyman to support this mission at MacDill AFB, Florida. Responsibilities: As a Help Desk Technician Tier 2 - Journeyman you will provide technical and management leadership for all equipment and information support functions across the Task Order. Your responsibilities include: Provide advanced technical support and assistance to end users in resolving escalated IT issues. Conduct troubleshooting, diagnosis, and resolution of complex technical problems related to services in service catalogs. Assist users through multiple communication channels including in person, phone, chat, remote desktop, automated requests, email, and knowledge articles. Offer advanced support services during standard working hours to resolve escalated issues from Tier 1. Supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365) – shift work Facilitate advanced support to OCONUS personnel Maintain accurate records of service requests, solutions, and escalations Utilize the following Role Specific Tools: Service Desk ticketing systems (ServiceNow, Remedy); knowledge base repositories; remote desktop support tools (Microsoft Remote Desktop, TeamViewer); collaboration platforms (Microsoft Teams, Zoom, Outlook); PC diagnostic utilities; network connectivity testers; remote access tools (Secure OOBM, PuTTY, TS Reader, Wireshark) for Tier II/III troubleshooting; performance monitoring dashboards (Grafana, Prometheus, SolarWinds) for proactive anomaly detection, audio visual troubleshooting tools; inventory and asset management systems; documentation templates for procedures and trouble logs.
Requirements
- Previous experience as a Help Desk Technician Tier 2 or similar role supporting a DoD customer at the CCMD level
- Minimum of 5 years’ experience with a BS/BA or 3 years’ experience with an MS/MA or 0 years’ experience with a PhD.
- A current, active DoD security clearance at the TS/SCI level
- US citizenship is required
- DoD 8140 role for WRC: 411; Element: IT; Work Role: Technical Support Specialist; Proficiency Level: Intermediate / ability to obtain
Nice To Haves
- DoD-approved IA baseline certification for ADP-III/IT-III based on the IAT level and CE/Operating System (OS) certificate within six months of the assignment.
Responsibilities
- Provide advanced technical support and assistance to end users in resolving escalated IT issues.
- Conduct troubleshooting, diagnosis, and resolution of complex technical problems related to services in service catalogs.
- Assist users through multiple communication channels including in person, phone, chat, remote desktop, automated requests, email, and knowledge articles.
- Offer advanced support services during standard working hours to resolve escalated issues from Tier 1.
- Supporting operations 24 hours a day, seven days a week, 365 days a year (24/7/365) – shift work
- Facilitate advanced support to OCONUS personnel
- Maintain accurate records of service requests, solutions, and escalations
- Utilize the following Role Specific Tools: Service Desk ticketing systems (ServiceNow, Remedy); knowledge base repositories; remote desktop support tools (Microsoft Remote Desktop, TeamViewer); collaboration platforms (Microsoft Teams, Zoom, Outlook); PC diagnostic utilities; network connectivity testers; remote access tools (Secure OOBM, PuTTY, TS Reader, Wireshark) for Tier II/III troubleshooting; performance monitoring dashboards (Grafana, Prometheus, SolarWinds) for proactive anomaly detection, audio visual troubleshooting tools; inventory and asset management systems; documentation templates for procedures and trouble logs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
